Year published
AFCA Approach to Terms of Settlement
08 November 2021
AFCA has published a refreshed version of the AFCA Approach to Terms of Settlement with explicit guidance on when a settlement is unfair and when AFCA can accept a new complaint about the settlement process. Members are able to submit comments or feedback to AFCA until 8 December 2021.
SA, Victoria and Tasmania severe storms October 2021
04 November 2021
The Australian Financial Complaints Authority (AFCA) has activated its significant event response plan following the South Australia severe storms being declared a catastrophe by the Insurance Council of Australia (ICA) on 29 October 2021 and the Victoria and Tasmania severe storms being declared a catastrophe on 1 November 2021.
AFCA appoints seven Senior Ombudsmen
26 October 2021
The Australian Financial Complaints Authority (AFCA) has created the new role of Senior Ombudsman, announcing seven appointments, as it progresses projects to enhance the efficiency and effectiveness of dispute resolution.
Victorian Earthquake September 2021
26 October 2021
The Australian Financial Complaints Authority (AFCA) has activated its significant event response plan following the Victorian Earthquake being declared a significant event by the Insurance Council of Australia (ICA).
Awareness and Accessibility
13 October 2021
AFCA is continuing its work to ensure our service is accessible to all, this includes publishing refreshed guidance for members, multi-language resources, and trialling new ways to raise awareness amongst groups less likely to know about AFCA.
AFCA releases 2020–21 Annual Review
07 October 2021
AFCA is very proud of all we have achieved as an organisation in 2020–21, as we continued to deliver on our strategy in the face of a challenging environment.
AFCA Datacube updated with latest complaint statistics
07 October 2021
The Australian Financial Complaints Authority (AFCA) has updated its online comparative reporting tool, the AFCA Datacube, to include information about financial complaints lodged from 1 July 2020 to 30 June 2021.
Complaints about four major banks fall: AFCA
07 October 2021
Consumer complaints about the four major banks fell seven per cent in 2020-21, the Australian Financial Complaints Authority (AFCA) says in new analysis of the 70,510 complaints it received overall in 2020-21.
Life Code Compliance Committee releases 2020-21 Annual Report
06 October 2021
The Life Code Compliance Committee (LCCC) – the independent Committee which monitors and enforces industry compliance with the customer service standards set out in the Life Insurance Code of Practice – has released its Annual Report for 2020–21.
AFCA updates processes to align with ASIC Regulatory Guide 271
29 September 2021
The Australian Financial Complaints Authority (AFCA) has updated its processes to align with ASIC Regulatory Guide 271 Internal Dispute Resolution (RG 271).
