2020–21 Annual Review

Complaints lodged by consumer advocates

Between 1 July 2020 and 30 June 2021

Consumer advocates play an important role at AFCA, representing people throughout their complaint (at no cost), as well as providing referrals for individuals who choose to self-advocate.

Referrals from our trusted community stakeholders provide a vital pathway for people who may be experiencing difficult circumstances, and who may not have been aware of our service. There were 2,859 complaints referred to AFCA by consumer advocates in 2020–21.

There were 744 complaints lodged by consumer advocates in 2020–21, with almost 60% submitted by financial counsellors.

744 complaints lodged by consumer advocates

Almost 60% of complaints submitted by financial counsellors

Breakdown of complaints lodged and referred to AFCA by consumer advocates
Image
Breakdown of complaints lodged and referred to AFCA by consumer advocates chart
Consumer advocate Lodged Referred
Financial counsellor 429 1,158
Solicitor – community/pro bono  270 1,079
Consumer advocate – community/unpaid 45 622
Top five complaints lodged by consumer advocates by product 1
Issue Total
Personal loans 166
Credit cards 110
Funeral plans 100
Home loans 92
Home building 32
Top five complaints lodged by consumer advocates by issue 2
Issue Total
Responsible lending 127
Financial firm failure to respond to request for assistance 111
Misleading product/service information 53
Decline of financial difficulty request 49
Service quality 37
Stage at which complaints lodged by consumer advocates closed 3
Stage Total
At Registration 48%
At Case Management 32%
At Rules Review 6%
Preliminary Assessment 7%
Decision 6%

532 complaints closed

Complaints lodged by financial counsellors

Between 1 July 2020 and 30 June 2021

429 complaints lodged by financial counsellors

52% resolved at Registration and Referral stage

55% of complaints were lodged by financial counsellors from ten organisations:

  • The Salvation Army Moneycare
  • Anglicare Victoria
  • Good Shepherd Australia New Zealand
  • Child and Family Services (CAFS)
  • Indigenous Consumer Assistance Network (ICAN)
  • St Vincent de Paul Society (WA) Inc
  • Uniting Vic/Tas
  • Uniting Communities
  • Anglicare Tasmania
  • Anglicare WA
Top five complaints lodged by financial counsellors by product 4
Issue Total
Personal loans 122
Credit cards 93
Home loans 63
Home building 21
Hire purchase/lease 20
Top five complaints lodged by financial counsellors by issue 5
Issue Total
Financial firm failure to respond torequest for assistance 104
Responsible lending 84
Decline of financial difficulty request 44
Service quality 18
Claim amount 15

359 complaints closed

Stage at which complaints closed 6
Stage Total
At Registration 52%
At Case Management 35%
At Rules Review 5%
Preliminary Assessment 5%
Decision 4%
Geographic spread of complaints lodged by financial counsellors
Image
Geographic spread of complaints lodged by financial counsellors chart
State Total
Victoria 50%
NSW 12%
Queensland 12%
Western Australia 12%
South Australia 7%
NT 3%
ACT 2%
Tasmania 2%

 

1 One complaint can have multiple products.

2 One complaint can have multiple issues.

3 Percentages have been rounded and, as a result, do not total to 100%.

4 One complaint can have multiple products.

5 One complaint can have multiple issues.

6 Percentages have been rounded and, as a result, do not total to 100%.

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