22 May 2019

The Australian Financial Complaints Authority (AFCA) has announced that it is recruiting for a number of newly-created senior roles.

Chief Ombudsman and CEO David Locke will appoint a Deputy Chief Ombudsman and General Counsel to support AFCA through its rapid growth and the expansion of its jurisdiction on 1 July 2019, when it will start accepting complaints dating back to 2008.

“AFCA has grown quickly since we launched on 1 November 2018. It is now a much larger national body with an ambitious strategy that, as well as prioritising the effective resolution of disputes, also places an increased emphasis on identifying systemic issues and serious misconduct in the financial services industry,” Mr Locke said.

“Appointing the key senior roles of Deputy Chief Ombudsman and General Counsel will ensure AFCA is able to deliver a fair, proactive and customer-focused dispute resolution service in a rapidly changing, complex operating environment. 

“We have experienced an unprecedented level of complaints in our first six months of operation – over 35,000 consumers and small businesses have raised complaints with AFCA. 

"This is extraordinary and really reflects an increased awareness by consumers of their rights, and an increased willingness to complain,” he said.

“We also take very seriously our role of working with the financial firms who are our members to improve their Internal Dispute Resolution (IDR) practices, and it is important that we have the right people at the helm to guide AFCA’s approach.

“Organisational culture and leadership is a key focus at AFCA, and we are always looking for bright people who are passionate about fairness and access to justice,” Mr Locke continued.

AFCA will also be recruiting a Lead Ombudsman – Banking and Finance, following the resignation of Philip Field, who will finish up at AFCA at the end of July.

“I thank Philip for his service and dedication over the 17 years he has been an Ombudsman and wish him the best of luck in his future endeavours,” Mr Locke said. 

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Media enquiries: media@afca.org.au