The Australian Financial Complaints Authority (AFCA) is governed by a set of Rules. These Rules are explained in more detail in our Operational Guidelines. We publish both the Rules and the guidelines in full to provide transparency on how we operate to consumers and small businesses, as well as financial firms and other stakeholders. Our Rules are approved by ASIC, in accordance with the requirements of the Corporations Act 2001 (Cth).  

The AFCA external dispute resolution scheme is authorised under the Treasury Laws Amendment (Putting Consumers First—Establishment of the Australian Financial Complaints Authority) Act 2018 (Cth) (the AFCA Act). 

You can also find information about our jurisdiction and powers on our website.  

A range of corporate information, including our strategic direction and organisational structure, is also available. 

AFCA is required by legislation to operate in a way that is accessible, independent, fair, accountable, efficient and effective. We explain what we mean by each of these terms, and how we aim to achieve each principle on the following pages.  

AFCA must: 

Rules and Guidelines