This page sets out privacy notices for specific activities conducted by the Australian Financial Complaints Authority Ltd:
If you have any questions about AFCA’s privacy notices, please contact email@example.com.
Privacy notice for complaint handling
AFCA collects personal information when investigating and determining a complaint. The type of personal information that AFCA may collect includes identity and contact information, financial information and sensitive information. AFCA requires this information to properly investigate a complaint about a financial firm.
You may withdraw your consent for us to handle your personal information by contacting us, however we will be unable to resolve your complaint and we will continue to keep information that has been collected. If known at that time, we will also inform you of any other potential impact that withdrawing your consent may have. Withdrawing your consent will not impact how we comply with our legal and regulatory obligations.
If you have any questions about how AFCA handles privacy, you can speak to an AFCA staff member or contact AFCA Privacy by email to firstname.lastname@example.org.
By making a complaint to AFCA, you consent to AFCA considering your complaint against a financial firm/s in accordance with AFCA Rules. You authorise AFCA to:
- Exchange your information, including relevant sensitive information, to other parties or external organisations where reasonably necessary for the purpose of dealing with the complaint, and as required or permitted by law
- Refer the complaint to another financial firm or dispute resolution service where AFCA decides it is appropriate
- Exchange your information, including relevant sensitive information, between financial firms where there are multiple complaints against different financial firms
- If reasonably necessary, use your information collected for this complaint to resolve another complaint that may or may not be related to this complaint.
You also authorise your representative (or that representative’s organisation), other complaint parties, or the financial firm to exchange your information, including relevant sensitive information, to other parties for the purpose of dealing with the complaint, and as required or permitted by law.
Privacy notice for calls to AFCA's mainlines
AFCA records calls made to AFCA’s mainline phone numbers 1800 931 678, 1800 337 444 and 1300 565 562.
AFCA uses call recordings for quality and training purposes to improve the service we provide to you. These recordings are not intended to be used for other purposes except where required or permitted by law. For example, we may be required to disclose call recordings if compelled by a court process or formal notice from a government regulator.
When we finish using call recordings for the purpose they were collected, they will be destroyed unless AFCA is legally required or permitted to retain the recordings. We usually hold call recordings for up to 6 months.
If you do not give consent to your call being recorded, please tell our staff as soon as you speak to them, and they will stop recording the call.
You can request a copy of your call recording by speaking to our staff or contacting email@example.com.