2020–21 Annual Review
Contents
- About this Annual Review
- Board Chair message
- Chief Executive Officer and Chief Ombudsman message
- About us
- Strategic plan
- Year in review – strategic initiatives
- Year at a glance
- Membership
- Complaints
- Who complained to AFCA?
- Overview of complaints
- Open cases
- Complaints closed by AFCA
- Banking and finance complaints
- Scams
- General insurance complaints
- Superannuation complaints
- Investments and advice complaints
- Life insurance complaints
- Financial difficulty complaints
- Small business complaints
- Complaints lodged by consumer advocates
- Legacy complaints
- Conciliation
- Complaints outside the Rules
- Systemic issues
- Naming financial firms
- Significant events
- Stakeholder engagement
- People and culture
- Feedback about our service
- Independent Assessor Report
- Corporate information
- AFCA General Purpose Financial Report 2021
- Code compliance and monitoring
- Previous schemes
- Appendix 1
AFCA Board
AFCA is governed by an independent Board of Directors.
The Board of Directors consists of an independent Chair and an equal number of Directors with consumer and industry expertise.
The Board exercises its powers with a focus on ensuring the independence, integrity and fairness of AFCA’s decision-making process is maintained. The Board also makes sure that AFCA is appropriately resourced to deliver our services in a timely, efficient and effective manner.
The Board is responsible for appointing an independent Chief Ombudsman and CEO, who is delegated authority for the day-to-day management of AFCA by the Board.
The Board also appoints ombudsmen, adjudicators and panel members who make decisions on complaints dealt with by AFCA.
In 2020–21, the Board met six times, in accordance with its scheduled meetings.
On 17 May 2021, the Board of Directors announced the appointment of Professor John Pollaers OAM as the next Independent Chair.
Professor Pollaers’ appointment follows the end of the Hon Helen Coonan’s term of office as AFCA’s inaugural Chair.
