Reporting period: July-December 2021

Independent Assessor: Melissa Dwyer

Key messages

• I received 103 complaints during the six months to 31 December 2021, seven fewer compared to the previous six months.
• A total of 97 complaints were closed during the period, 29 of which were closed upon the issue of an assessment. The other 68 were closed because they were specifically excluded from my jurisdiction by the Independent Assessor’s Terms of Reference or the complainant failed to respond to correspondence.
• 62% (18) of complaints assessed had one or more issue that had not already been appropriately dealt with by AFCA.
• During the period I recommended:
  • apologies be made to 14 complainants
  • a total of $5,850 non-financial compensation be paid
  • one other action be taken.
• Some examples of complaints that were substantiated are:
  • timeframes not met (delays in case progression, delays in responding to service complaints, not providing updates)
  • failure to acknowledge correspondence until follow up actions were taken by the complainants 
  • failure to explain why process-related decisions were made (such as merging or reallocating a complaint).

Analysis

Complaints to the Independent Assessor

Assessments Issued

Snapshot of Outstanding Assessments (By Age)

Complaints about AFCA’s service July - December 2021

• AFCA received 466 complaints about its service in the six months to 31 December 2021. 510 service complaints were investigated, responded to and finalised during the period.
• The average age of service complaints closed in the six-month period was 28 days.
• Service complaints received between July and December 2021 represented 1.3% of financial firm complaints that AFCA received in the period.
• 87% of issues raised in service complaints finalised during the period were not substantiated (1,076 issues). 13% of issues raised in finalised service complaints were substantiated (154 issues).
• Of the service complaint issues that were substantiated, most related to standard of services issues, with the three most common issues substantiated being delay (67), failing to keep parties informed about the progress of their complaint (18) and incorrect or insufficient information being provided (12). 10 service issues relating to determinations issued were substantiated, with the predominant issues being an error made in a determination (5), procedural fairness (2) and how information had been taken into account (2).
• Clarification of our process or a decision we issued or providing an apology for any service related issues upheld were the most common outcomes for services complaints finalised in the period. Correction of errors made was also an outcome we provided.

Summary of service complaints received and closed July – December 2021

Service issue outcome summary July – December 2021

Some service complaints have more than one issue raised. This means that the number of complaint issues are greater than the number of complaints received or closed.