Consultation closed 

Consultation on changes to AFCA’s Rules and Operational Guidelines has now closed. The consultation period occurred between 27 March and 22 May 2023.   

AFCA would like to thank stakeholders for a constructive and cooperative consultation process. AFCA is now reviewing and considering the feedback raised during the consultation. Formal submissions have been published below. More information about the outcomes of the consultation and next steps will be published in September 2023.

The proposed changes were developed to address recommendations made in Treasury's Independent Review of AFCA – with some additional changes to help ensure our Rules and Operational Guidelines remain accurate, up-to-date and provide clearer guidance about AFCA’s jurisdiction and processes.  ​ 

All of the proposed amendments respond to feedback from our stakeholders, including government, AFCA members, community stakeholders and AFCA colleagues. 

 

Formal submissions

We received a total of 37 formal written submissions, including 33 non-confidential submissions.

Read more

Summary of proposed changes

The proposed Rules and Operational Guideline changes will help us to provide a world-class ombudsman service – improving practices, minimising disputes and meeting diverse community needs.

Read more

About the consultation

The consultation occurred between 27 March and 2022 May 2023. It was designed with the needs of our stakeholders in mind, so our approach was flexible and accessible.  

There were many ways to provide comment, including through webinars, meetings, our online submission form or written submissions.

Read more

Read the full consultation paper

AFCA published a consultation paper to explain the proposed changes in detail and support stakeholders in their submissions.

The consultation paper should be read in conjunction with the five attachments at the bottom of this page. 

Read online Download PDF

Frequently Asked Questions

Answers to frequently asked questions about AFCA's proposed amendments to its Rules and Operational Guidelines.

Read more

Webinars

AFCA held two webinars in April as part of its Rules and Operational Guidelines consultation. During these webinars, we took stakeholders through the proposed changes in more detail. You can watch recordings of these webinars by clicking the links below. 

Webinar 1: Wednesday 19 April 2023

Webinar 2: Thursday 27 April 2023

Contact us

If you have any questions about the proposed changes, or the consultation, please email consultation@afca.org.au

Written submissions should be sent to:
Executive General Manager Jurisdiction
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Resources

The following attachments form part of the consultation paper. You should read the consultation paper with the following attachments.

Sorry, we’re currently offline.

Would you like to end your chat with AFCA?

Please bear in mind that your conversation will not be saved.

AFCA chat service terms and conditions

Welcome to our live chat help service.

Please be advised we cannot provide you with financial or legal advice. However, we may be able to refer you to a community legal centre or financial counselling service if you need help.

Our live chat is operated by Genesys Cloud on behalf of AFCA. Any personal information provided in this chat will be captured by both organisations in accordance with their privacy policies, available at www.afca.org.au/privacy and www.genesys.com/company/legal/privacy-policy

Offline

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Please enter your details to start your chat with an AFCA representative.

Please enter your name
Please enter a valid email address
Please enter a valid phone number

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Welcome to our live chat help service.

An agent should be with you shortly.