The Australian Financial Complaints Authority (AFCA) is required by legislation to operate in a way that is accessible, independent, fair, accountable, efficient and effective.
Our governance, management structure, policies and procedures and decision-making are designed to ensure we meet our obligation to provide an independent service. Our Rules explicitly require complaints to be considered in an independent and impartial manner.
Our Board consists of an independent Chair and an equal number of consumer directors and industry directors. Our decision panels are made up of an independent ombudsman, a consumer panel member and an industry panel member.
We provide an independent service through various means, including: