As part of our Independent Review Response Program, the Australian Financial Complaints Authority (AFCA) engaged former Federal Court Judge Ms Julie Dodds-Streeton KC and barrister Mr Ahmed Terzic to evaluate 30 randomly selected complaints that proceeded to determination between 1 June 2022 and 30 May 2023.  

The results of the Review are positive, with the Reviewers impressed with the overall quality and standard of decision writing, AFCA’s ability to deliver fair process and outcomes and our overall service delivery to the parties, including people living in vulnerable circumstances.  

The Reviewers were given access to and reviewed the whole file when undertaking assessment. Their key findings were as follows: 

• 90% (27) of the cases were rated as excellent to good  
• 77% (23) of the complaints reviewed were rated excellent to very good  
• No file was rated as poor  
• AFCA staff were alert to special needs or vulnerabilities of parties, AFCA staff generally, at all levels, observed the requirements of procedural fairness.  
• The teamwork and culture between decision-makers and case officers was commended.  

The Report made 12 recommendations, all accepted by AFCA. Many of the recommendations will be dealt with in existing programs of work.

For more details, please see the full report on the AFCA website.