Purpose

To provide fair, independent and effective solutions for financial disputes.

Vision

Towards an Australia free from financial disputes.

Strategic priorities

Equity of Access: Ensuring fairness and equity across all of AFCA’s services, so that every Australian can access the support they need.

Service Excellence: Providing a fair, high-quality, consistent, and timely service that continues to meet the needs of both consumers and members.

Influence: Using our strong relationships and courageous voice to reduce financial disputes and drive improvements across the financial services sector.

Expertise: Empowering our skilled workforce with the knowledge and experience required to meet the evolving demands of the financial landscape.

Key enablers

Values

Fair and independent

• We make fair, balanced and considered decisions 
• We are evidence based 
• Impartiality underpins all our work 
• We ensure all parties are properly heard 

Transparent and accountable

• We do what we say and what is right 
• We are clear and transparent 
• We explain the reasons for our actions 
• We are timely, efficient and flexible 
• We are trusted and supported to do our jobs and take responsibility for what we do 

Honest and respectful

• People are at the heart of everything we do 
• We respectfully listen to all views 
• We show integrity in all our dealings 
• We are professional and treat everyone with dignity 

Proactive and customer focused

• We are outward facing and proactive
• We use data and experience to influence, inform and look ahead
• We help businesses to improve their customer service and minimise disputes
• Our services are accessible to all
• We actively engage with diverse audiences, including those who may need extra help

Key outcomes