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.

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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.

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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.

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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. 

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Frequently Asked Questions

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

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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

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


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

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