Updated: 26 October 2023

The Australian Financial Complaints Authority (AFCA) is pleased to announce Rob Guest has commenced in the role of Executive General Manager, Customer Service and Resolution.

Mr Guest joins AFCA after eight years with Metro Trains as the Director of Customer Experience where he successfully introduced a customer experience strategic plan, delivering significant customer experience transformation and improvements in passenger satisfaction.

Announcing the appointment, AFCA Chief Executive Officer and Chief Ombudsman David Locke said, “Rob has almost 20 years of leadership experience in a diverse career that has seen him work at senior levels in a variety of organisations including Racing Victoria, Luna Park and member-based organisation Australian Human Resources Institute.”

Mr Guest said of his commencement with AFCA that he was motivated by the scope and challenge of operating in the dispute resolution space.

“My experience at Metro in dealing with a wide range of customer issues and expectations, often working with customers who are highly stressed or need extra support, positions me to help AFCA deliver on our aim of delivering world-leading customer service and early resolution outcomes in a challenging context," Mr Guest said. 

"I’m thrilled to be joining the organisation at such an exciting time."

Mr Locke said: “Rob brings great experience and ideas to AFCA and will lead the strategic priorities to deliver on our end-to-end customer experience initiatives. We look forward to working with Rob as he transforms the way consumers and small business engage with and access our service.”

Rob holds a Masters in International Business from the University of Melbourne, a Graduate Diploma in Industrial Relations and Human Resource Management from RMIT University, a Bachelor of Arts (Social Science) from Latrobe University and has completed the AICD Company Directors Program.


Published: 28 October 2019


Media enquiries media@afca.org.au

About AFCA

The Australian Financial Complaints Authority (AFCA) is a non-government ombudsman service providing free, fair and independent help with financial disputes. It 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.

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


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.