Updated: 30 October 2023

4 November 2019

The Australian Financial Complaints Authority (AFCA) is pleased to announce the appointment of Justin Untersteiner as Chief Operating Officer. Mr Untersteiner will join AFCA on Monday 2 December 2019.

Announcing the appointment, AFCA Chief Executive Officer and Chief Ombudsman David Locke said Justin combines considerable expertise in corporate services and operations and has led significant programs at the Australian Taxation Office (ATO) with great success.

“Justin is currently Assistant Commissioner of Integrated Compliance at the ATO. In this role he is responsible for leading the ATO’s approach on complex taxation and superannuation matters that don’t fit into standard processes and structures,” Mr Locke said.

“Justin has previously held the role of Chief Financial Officer at the ATO responsible for the agency’s budget of $3.5 billion p/a, he has led the ATO’s Corporate Procurement and Tax Management Branch and has led the delivery of the ATO’s strategy and client experience work in the individual taxpayer market with a client base of nine million Australians.

“Justin brings great experience in leading change and new approaches in a large complex national organisation. He is a very impressive individual who shares AFCA’s passion for fairness and access to justice. I am delighted he has chosen to join AFCA at this critical stage in our development.”

Reflecting on his appointment, Mr Untersteiner said “I am thrilled to be joining AFCA at this pivotal time. AFCA’s remit is broad and complex, and the organisation is operating in a rapidly changing context. I look forward to bringing my experience into the organisation and working with the highly committed and skilled staff as we roll out a number of exciting initiatives.”

Mr Locke said: “Justin’s appointment further strengthens AFCA’s senior leadership team. At AFCA we are committed to building a world class ombudsman service that provides effective solutions to financial disputes and that positively influences reform.”


Published: 4 November 2019


Media enquiries media@afca.org.au

About AFCA

  • The Australian Financial Complaints Authority (AFCA) is a non-government organisation providing free, fair and independent help with financial disputes.
  •  AFCA is a one-stop-shop for consumers and small businesses who have a dispute with their financial firm, over things such as banking, credit, insurance, advice, investments or superannuation.
  • Where an agreement cannot be reached between parties, AFCA can issue decisions that are binding on financial firms.
  • In its first 12 months of operation, AFCA has received over 73,000 financial complaints and awarded more than $185 million in compensation.
  • AFCA considers complaints that previously would have been handled by the Financial Ombudsman Service, the Credit and Investments Ombudsman or the Superannuation Complaints Tribunal, and it’s an alternative to tribunals and courts.
  • Consumers and small businesses can lodge a complaint with AFCA online at afca.org.au, via email to info@afca.org.au or by phoning 1800 931 678.
  • AFCA has a one-year window to consider complaints dating back to 2008. The special rules around ‘legacy complaints’ have been set by the Australian Government, and AFCA can accept legacy complaints until 30 June 2020.
  • AFCA is an independent, not-for-profit body operating under Rules set by ASIC, and governed by a Board that has equal numbers of directors with consumer and industry backgrounds.
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