The Operational Guidelines to the Rules of the Australian Financial Complaints Authority (the scheme) have been prepared by Australian Financial Complaints Authority Limited (ACN 620 494 340), a company limited by guarantee, which was authorised by the Minister for Revenue and Financial Services in April 2018 to establish, maintain and promote the scheme. 

Our Operational Guidelines, and the Transitional Superannuation Guide, explain in more detail how we will interpret and apply our Rules when considering complaints involving financial firms.

On 18 June 2019, ASIC approved a change to AFCA’s Rules to allow it to investigate certain complaints dating back to 1 January 2008. The updated section of the AFCA Operational Guidelines is available to download below. A full updated version of the AFCA Operational Guidelines will be provided in due course.

View the AFCA Operational Guidelines [PDF]

View the AFCA Transitional Superannuation Guide [PDF]

View the AFCA Operational Guidelines Legacy Addendum [PDF]