This list is regularly updated as we publish new information.
AFCA operational information
AFCA portal resources
Video tutorials
Click each step below to expand the section and view the related video tutorials:
1. Getting started
2. Complaint management
3. Communication and document sharing
4. Service complaint and feedback
5. Other
Portal how-to guides
- How to add, edit or remove a representative from your complaint - consumer portal guide
- How to accept or decline a final response - consumer portal guide
- How to change or reset your portal password and email address - consumer portal guide
- How to lodge enquiries and feedback - consumer portal guide
- How to log in to the portal using multi-factor authentication - consumer portal guide
- How to provide feedback about AFCA’s service - consumer portal guide
- How to register a new complaint online - consumer portal guide
- How to request additional assistance - consumer portal guide
- How to request an urgent review - consumer portal guide
- How to request removing a document uploaded in error - consumer portal guide
- How to update contact details and communication preferences - consumer portal guide
- How to upload and view information on the portal - consumer portal guide
Brochures
- How to resolve a complaint [PDF]
- How to resolve a small business complaint [PDF]
- A guide to dealing with financial difficulty [PDF]
- A guide to conciliation conferences [PDF]
- A guide to assisting a client who has a financial services dispute (coming soon)
Factsheets
- Account closure
- Add-on Insurance [New]
- AFCA’s Approach to Code obligations for credit providers
- Attending a conciliation conference
- Breaking a fixed rate loan
- Chargebacks
- COVID-19: Breaking a fixed rate loan
- Class actions affecting AFCA complaints
- Debt agreement administrators
- Debt management firms
- Default judgment and financial difficulty
- Family court proceedings [New]
- Guide to systemic issues [PDF] [New]
- Home insurance claim delays and COVID-19
- How to make an AFCA complaint - Easy English [PDF] [New]
- How we resolve complaints and our Rules
- How AFCA will assess the information you give us
- Income protection benefits in superannuation
- Independent Assessor
- Insolvent companies
- Insurance complaints about flood claim decisions [New]
- Insurance in superannuation
- Insurance premium increases
- Insurance premium increases in superannuation
- Joining a death benefit complaint
- Managing financial advice
- Mistaken internet payments
- MySuper
- Natural disasters: are you experiencing financial difficulty?
- Refusal or failure to give effect to an AFCA determination [New]
- SMSF complaints [New]
- Superannuation advice
- Superannuation complaints about PMIF and insurance cover
- Superannuation complaints about PYS and insurance cover
- Systemic issues, serious contraventions and other breaches
- Trust Deed
Coronavirus (COVID-19) pandemic - support hub
AFCA Approaches
- The 2013 Code of Banking Practice [PDF]
- Adequacy of statements of advice - May 2022 [PDF]
- Assessing special circumstances [PDF]
- Awarding interest in insurance [PDF]
- Calculating loss in financial advice - Updated December 2023 [PDF]
- Cancellation of installment contracts [PDF]
- Cancellation of insurance policies for non-payment of premiums [PDF]
- Conciliation [PDF] (coming soon)
- COVID-19 travel insurance complaints [PDF]
- Delayed insurance claims in superannuation - May 2022 [PDF]
- Determining compensation in complaints against Financial Advice Firms where the Responsible Entity of a Managed Investment Scheme has become insolvent [PDF] - January 2024 [New]
- Excluding complaints - April 2024 [PDF]
- Financial difficulty series - our power to vary credit contracts - May 2022 [PDF]
- Financial difficulty series - legal principles, industry codes and good industry practice - July 2022 [PDF]
- Financial difficulty series - working together to find solutions [PDF]
- Financial difficulty series - dealing with common issues [PDF]
- Financial difficulty series - early release of superannuation - May 2022 [PDF]
- Fixed interest investments - May 2022 [PDF]
- Identifying a claim - December 2023 [PDF]
- Insurance broker disputes [PDF]
- Joint accounts and family violence - July 2022 [PDF]
- Lending to small business - January 2024 [PDF] [New]
- Misleading conduct - June 2021 [PDF]
- Mortgagee sales - May 2022 [PDF]
- Motor vehicle insurance claim delays [PDF]
- Motor vehicle insurance disclosure and ridesharing [PDF]
- Motor vehicle total loss - July 2023 [PDF]
- Non-disclosure and misrepresentation - Updated July 2020 [PDF]
- Non-financial loss claims - Updated November 2023 [PDF]
- Proof of despatch [PDF]
- Proximate cause of damage [PDF]
- Responsible lending - December 2023 [PDF] [New]
- Pre-existing medical conditions [PDF]
- Section 54 [PDF]
- Terms of settlement - Updated November 2021
- Superannuation death benefit complaints - January 2022 [PDF]
- Superannuation fees and charges February 2023 [PDF]
EDR response guides
- Add-on insurance EDR Response Guide [DOC] [New]
- Best practice for AFCA members - submissions to AFCA [PDF]
- Chargebacks (consumer) [DOC]
- Claim amount (General Insurance) [DOC]
- Complainant chargeback [DOC]
- COVID-19 travel insurance complaints [DOC]
- Credit enquiries [DOC]
- Credit listings [DOC]
- Delay [DOC]
- Disputed transactions (including remote access) [DOC]
- Distribution of a superannuation death benefit [DOC]
- Financial difficulty [DOC]
- Fraud [DOC]
- Denial of claim (General Insurance) [DOC]
- Avoidance of policy (Life Insurance) [DOC]
- Delay (Life Insurance) [DOC]
- Denial of claim (Life Insurance) [DOC]
- Inappropriate advice [DOC]
- Merchant chargeback [DOC]
- Misleading representations of conduct [DOC]
- Mortgagee sale [DOC]
- Non-disclosure [DOC]
- Remediation (Life Insurance) [DOC]
- Scams – authorised transactions [DOC]
- Superannuation declined insurance claims [DOC]
- Superannuation insurance claim delays [DOC]
- Systemic Issues - Member response guide [DOC]
Process guides
Forms
- AFCA complaint form – PDF
- AFCA complaint form - online
- Independent Assessor Feedback form – PDF
- Statement of financial position – PDF
- Statement of financial position – online
- Agent authority form – PDF
