AFCA has completed an IT transformation to ensure we provide a modern, efficient, and user-friendly experience for all.
The transformation included new technology, streamlined processes and integrated systems, all designed to support fair, effective, and timely dispute resolution.
Benefits
Enhanced efficiency and effectiveness allowing AFCA to provide a high-quality service to both members and consumers.
Modernised systems - which are user-friendly, secure and provide a robust foundation to introduce new functionality in the future.
Improved communication and information sharing - to support transparent, fair and timely dispute resolution.
Complaints data and analytics - to help identify trends in complaint products and issues, as well as how they progress through our process.
On Monday 17 June 2024, three key products launched.
New consumer portal
- Complaint submission
- Complaint progress tracking
- Information and document sharing
- Notifications and requests
- Complaint management tools for representatives.
New and enhanced member portal
- Improved efficiency and automation
- Enhanced communication
- New accounts and roles
- Improved case management and reporting tools.
New case management system
- Reporting
- Efficiency
- Information and document sharing
- End-to-end complaint management for AFCA staff
- Integrated communication with members and complainants.
