The Australian Financial Complaints Authority (AFCA) is required by legislation to operate in a way that is accessible, independent, fair, accountable, efficient and effective.
Fairness requires complaints to be considered objectively and without bias, and by staff and decision makers with appropriate expertise.
Our Rules also explicitly require that we provide procedural fairness to the parties to a complaint. This means that before we decide a complaint, both the person making the complaint and the financial firm must be provided with relevant information upon which we intend to rely and have an opportunity to provide their views and response.
Our decisions must fairly reflect the information provided to us and apply the decision making criteria in the Rules. While we recognise that in each complaint we must take into account its particular facts, we are expected to achieve consistency in our decision making.
We do this in a number of ways, including: