The new portal will provide complainants and their representatives with a modern, intuitive way to submit and track their complaint throughout the AFCA process. This includes:
- User-friendly and secure complaint form
- Streamlined accessibility to the complaint/s and ability to make and receive updates
- Fast and efficient communication between parties
- Complete visibility of all complaints and access to up-to-date information
- Automated notifications about upcoming milestones and tasks
- Automated notifications when documents are exchanged between parties
- Visibility of complaint stage and status, with helpful information
- Access to complaint information up to six months after case closing.
The portal will be available to existing and new complainants at launch.
Improved efficiency and automation
The new system will streamline the dispute resolution process by removing administrative tasks and introducing new automations to remove unnecessary delays.
Complaints will automatically be processed and progressed at key points of our process, including newly lodged complaints being automatically referred to the financial firm.
What’s changing?
- Referral will be automated
- Timeframes align with ASIC RG271
- Live notifications of activity on a complaint
- New methods to upload and exchange documents
- Complaint documents automatically shared with all parties (opt out available in limited circumstances).
What does it mean for consumers and consumer representatives?
- AFCA's case management system to automatically generate a reference number for any enquiry so that you can easily track and refer to enquiry
- A case reference number will be generated upon lodgement, giving the confidence that your case is being looked after
- With live notification upon lodgement, financial firms will be able to cease collection activity/legal proceedings without delay.
Enhanced communication
The new consumer portal, member portal, and case management system will be fully integrated, allowing for enhanced communication and document sharing across the systems.
Representatives who have been added to a complaint, will be able to communicate with AFCA and the financial firm within the portal.
When a representative is added to a complaint during our investigation, they can access all documents and information previously shared.
What’s changing?
- Functionality available in the portal to raise requests as well as view, manage and track open and closed requests
- The portal will become the main communication channel
- Communications automatically associated with specific complaints.
What does it mean for consumers and consumer representatives?
- New portal functionality will reduce administration for all parties
- Consumer representatives will correspond with AFCA through the portal – significantly reducing email communication
- Exchange of all parties' information and documents instantly through the portal
- Improved information security.
New accounts and roles
The new consumer portal, member portal, and case management system will be fully integrated, allowing for enhanced communication and document sharing across the systems.
Representatives who have been added to a complaint, will be able to communicate with AFCA and the financial firm within the portal.
When a representative is added to a complaint during our investigation, they can access all documents and information previously shared.
What’s changing?
- Accounts required for each individual representative within an organisation
- New ways of allocating, tracking, and reporting complaints within the portal
- Representatives can access, review and upload documents and information to a complaint.
What does it mean for consumers and consumer representatives?
- Individual representatives that are part of an organisation will be required to set up their own portal accounts
- Each representative will need to use their individual account to manage their cases directly
- An individual representative with multiple complaints will be able to log in and access each complaint they are the dealing with.
