Decisions published after 17 June 2024 will be available on the new Search Published Decisions page on the AFCA portal.

Decisions published before 17 June 2024 will be migrated to the new Search Published Decisions page in the near future.

Service advisory: We are aware that some PDF links show the message *error opening/reading pdf file* — if you see this message, please disregard it. Simply click the link and the PDF will open as normal.

Copyright notice: Any person is authorised to view, copy, print and reproduce the Australian Financial Complaints Authority Limited (AFCA)’s published de-identified determinations for personal information and/or other non-commercial purposes.

Notwithstanding the above, AFCA permits published de-identified determinations to be reproduced or published provided that: 

  • any reproduction or publication of the determination is completely unaltered
  • AFCA is acknowledged as maker and author of the determination, 
  • the document or web page reproducing the material includes an active link to AFCA’s website address (www.afca.org.au) and an active link to the AFCA web page hosting the full published determination
  • any analysis or commentary about the determination is clearly attributable to the author of that analysis or commentary, and not AFCA, and is readily distinguishable from the content of the determination
  • the reproduction or publication does not also contain material which is inconsistent with the de-identification of the determination.
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.