The Australian Financial Complaints Authority (AFCA) is required by legislation to operate in a way that is accessible, independent, fair, accountable, efficient and effective.
Accessibility requires us to work to increase awareness of the AFCA scheme so that people who want to make a complaint know about us and can bring their complaints to the AFCA scheme. Financial firms also have an obligation to tell their customers about us.
Being accessible also requires us to make the service easy to use for people who want to make a complaint, including those who have special needs. Our processes aim for a minimum of formality, with regular phone contact with complainants and financial firms and appropriate flexibility to consider individual circumstances that arise.
We do this by: