Year published
Victorian Floods and Storms
15 June 2021
The Australian Financial Complaints Authority (AFCA) has activated its significant event response plan following the Victorian Floods and Storms being declared a catastrophe on 13 June 2021 by the Insurance Council of Australia (ICA).
AFCA publishes new EDR response guide – credit enquiries
09 June 2021
The Australian Financial Complaints Authority (AFCA) has published a new External Dispute Resolution (EDR) Response Guide for credit enquiry complaints.
FSC and AFCA name Life Code Compliance Committee Chair
08 June 2021
The Financial Services Council (FSC) and the Australian Financial Complaints Authority (AFCA) have jointly appointed Ms. Jan McClelland AM as Chair of the Life Code Compliance Committee (LCCC).
AFCA appoints two new Lead Ombudsmen
31 May 2021
The Australian Financial Complaints Authority (AFCA) has announced the appointment of two new Lead Ombudsmen, for Insurance and for Small Business.
AFCA Board approves FY21-22 member fee schedule
28 May 2021
The AFCA board has approved the member fee schedule for the 2021-22 financial year.
Case study: inappropriate advice about a Self-Managed Super Fund (SMSF)
27 May 2021
This case study examines to what extent an adviser (financial firm) is obligated to provide warnings to a complainant about potential risks they are already aware of.
Big picture focus, reduced complaints
21 May 2021
More than one year on, the COVID-19 pandemic has had a major impact on Australian consumers with many people finding themselves in financial situations not experienced before. To assist consumers, AFCA Chief Ombudsman David Locke says financial service providers must stay focused on the bigger picture.
AFCA announces John Pollaers OAM as next Independent Chair
17 May 2021
The Australian Financial Complaints Authority’s (AFCA) Board of Directors today announced the appointment of Professor John Pollaers OAM as its next Independent Chair.
Telling your customers about AFCA
28 April 2021
AFCA has updated its guidance on how members should ensure their customers are aware that they can bring a complaint to AFCA.
New AFCA approach: Cancellation of insurance policies for non-payment premiums
27 April 2021
This document outlines how AFCA investigates and resolves complaints when an insurer cancels a policy due to non-payment of an insurance premium, and includes best practice examples of cancellation notices.
