AFCA has multiple projects underway to enhance our dispute resolution service and improve the experience for members and complainants.

Since the Independent Review report was released, AFCA has used the findings as key inputs into our existing projects to further strengthen their outputs and allow us to effectively respond to the review. AFCA has made progress across 12 recommendations, with work complete on 4 of these. 

This page includes the latest project update, as well as a summary of all the recommendations and AFCA's response.

For more information on the Independent Review process and final report visit the about the Independent Review page.

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​​December 2022 Update​

AFCA has continued work in response to the Independent Review making progress across 12 recommendations, with work complete on 4 of these. Notable updates include increasing the visibility of AFCA’s Independent Assessor and enhancing transparency of systemic issues. 

Improving visibility of the Independent Assessor  

Our work improving the visibility of the Independent Assessor, recommendation 10, has now come to a close, with the delivery of enhanced public resources, member resources, internal training and presentations to consumer organisations. While this project work has completed, AFCA will maintain an ongoing focus on raising the visibility of AFCA’s service and feedback measures, including the Independent Assessor, to ensure we continue to provide an accountable service. 

Improving the transparency of systemic issues  

In 2022 we completed our work to become more transparent in our public reporting of systemic issues with the launch and publication of AFCA’s Systemic Issues insights report and case studies. The insights report shares key information such as industry themes and issues, and the nature and impact of complaints. We will continue to share key insights on systemic issues and report on these regularly to key stakeholders, with increasing visibility of systemic issues an ongoing focus.  

Reviewing AFCA’s Rules and Operational Guidelines 

To help us deliver on our Independent Review commitments, we have commenced work reviewing our Rules and Operational Guidelines, as a core component of several recommendations.   

Following scoping and early consultation, we know the work required to change our Rules and Operational Guidelines will be more extensive than initially proposed. For example, recommendation 6 about complaints from sophisticated and professional investors has now been revised for completion in 2023. We look forward to consultation and keeping stakeholders informed as we progress this important work.

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Recommendations dashboard

Select one or more checkboxes to filter recommendations. Each recommendation is labelled depending on whether AFCA's response is through "existing work" or a "new project". Click each recommendation to learn more or view all projects here.

 

1. Dealing with further issues raised during the complaint process

Status: On track for completion in 2024

New project

2. Ensuring all AFCA decisions consider what is fair in all circumstances

Status: On track for completion in 2023

Existing work underway

3. Not advocating or acting in a manner that compromises impartiality

Status: On track for completion in 2024

Existing work underway

4. Addressing poor conduct by some paid advocates

Status: On track for completion in 2023

Existing work underway

5. Improving transparency of timeliness and better managing timeliness expectations

Status: On track for completion in 2024

Existing work underway

6. Complaints from sophisticated or professional investors

Status: Revised for completion in 2023

Existing work underway

12. Systemic issues that have been referred to ASIC or another regulator

Status: Revised for completion in 2023

Existing work underway

13. Improving transparency of systemic issues in public reporting

Status: Completed in 2022

Existing work underway

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