New Consumer Portal
AFCA is launching a consumer portal to provide complainants and their representatives a modern and intuitive way to submit and track their complaint throughout the AFCA process.
Training webinar - register now!
AFCA is holding a special training webinar for consumer representatives that wish to learn about its new consumer portal – which will launch on Monday 17 June 2024.
The webinar will be held on Thursday 9 May, 11am-1pm.
The webinar will teach representatives how to use the new consumer portal for themselves and assist consumers to:
- lodge complaints
- communicate with AFCA
- share documents
- manage one or more complaints on behalf of consumers
- and more.
Register for our consumer advocate webinar here
For consumer representatives that can’t make this date, there will be two additional webinars for all representative types on Friday 10 and Monday 13 May.
Consumer representatives only need to register for one session.
Register for our general webinar for all representatives here
Consumer advocates play an important role at AFCA, representing people throughout their complaint, and providing referrals to individuals who can advocate on their own behalf.
The following list is a shortcut to useful resources:
- Assisting a client who has a financial services complaint (coming soon)
- Guide for dealing with financial difficulty
- Approach to financial difficulty series
- Approach to joint facilities and family violence
- How we resolve our complaints and our Rules
- Supporting people impacted by domestic violence
- Information for mental health advocates
For a full list of publications, information about AFCA’s complaint resolution strategies, our processes and approaches, visit the Publications page.
Useful forms and links
- Online complaint form
- Agent authority form
- Statement of Financial Position
- Document checklist
- Current matters (including Bestjet)
- Search published decisions
- Publication order form
- AFCA's Rules and Operational Guidelines
- Outcomes AFCA provides
Supporting people impacted by domestic violence
Consumer advocates play an important role by referring people to AFCA or by providing representation throughout the complaints process. AFCA has information for consumer advocates whose clients have experienced financial abuse as a result of domestic violence.
Information for mental health advocates
Consumer advocates and mental health service professionals play an important role by referring people to AFCA or by providing representation throughout the complaints process. AFCA has information for consumer advocates supporting clients with a mental health condition.
