AFCA's new member portal will launch on Monday 17 June. 

The completely new system will be easy to use, reduce administration, and address pain points and frustrations raised by members at meetings and forums.  This page includes information about AFCA's IT transformation project, the new member portal’s key features, learning and training resources, and answers to frequently asked questions.

 

About the IT TransformationMember portal key featuresImplementation resources and trainingFrequently Asked Questions

 

Video tutorials

AFCA has published short video tutorials about key features and functions of the new member portal.

Case handling - Instructor-led training on the new member portal

AFCA recently held instructor-led training with members that use our service most frequently (based on complaint volumes). You can find a recording of the case handling training session below.

 

Administrative tasks - Instructor-led training on the new member portal

AFCA recently held instructor-led training with members that use our service most frequently (based on complaint volumes). You can find a recording of the administrative tasks training session below.

 

Process guides (how to guides)

AFCA has published a range of how to guides to explain the different functions and processes of the new portal. These guides include step-by-step instructions.

 

Contacts and role types guide

The new member portal introduces individual accounts and role types to give each person the level of access they need to do their job. AFCA has developed a guide to explain the functionality and access rights of each role type. We have also published a guide to show the different portal dashboard views for different role types, or combinations of role types.

 

eLearnings

Members can find two eLearning modules - one for case handling and one for administrative tasks - in the existing member portal (Secure Services). Members will need to log in to Secure Services to complete the eLearning modules.

 

Display of member contact information

AFCA has provided an example of where a member contacts information may appear in the portal.

 

Portal notifications guide

AFCA has created a guide to help members understand the different types of notifications they may receive from AFCA in and outside of the member portal.

 

Downloading financial complaints data

AFCA has published additional information about the type of data members can export from the member portal, including an example of a .csv file.

 

Changes to case numbers

From Monday 17 June, case numbers will change. However, existing cases (migrated cases) will still include the unique case reference. This means, members will still be able to search for, and find, existing cases using the same case reference.

 

FAQs

AFCA has prepared answers to a range of frequently asked questions. These will be updated regularly and are sorted by topic.

 
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

Offline

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.