At AFCA, we are deeply committed to ensuring that all Australians can access our services with ease and dignity. In line with the Disability Discrimination Act 1992 (Cth), we prioritise inclusivity and non-discrimination in all our interactions.

To accommodate diverse needs, we provide multiple ways for customers to engage with us, whether by phone, through our website, or via email. We also facilitate communication through interpreters, including Auslan, and the National Relay Service. Our services are designed to be accessible, with options for documents in large print or other languages and flexible communication preferences, including email and post.

Understanding that some customers may need additional time to gather information or seek advice, we offer extended deadlines and the option to appoint an authorised representative. We also provide referrals to free financial counselling, legal advice, and other advocacy services to support those in need. Our approach reflects our dedication to making our services as accessible and supportive as possible for everyone in the community.

Our commitment to accessibility goes beyond just meeting regulatory requirements; it’s about fostering a supportive environment where every individual feels valued and heard.

We recognise that people come from diverse backgrounds and face varying challenges, which is why we tailor our services to accommodate different needs. Whether it’s through providing assistance for those with cognitive or physical impairments or offering support for individuals dealing with complex personal circumstances, we aim to remove barriers and ensure that everyone can engage with our services effectively.

By continuously evaluating and enhancing our accessibility practices, we strive to stay ahead of emerging needs and challenges.

Our Accessibility and Inclusion Network plays a crucial role in this effort, guiding our approach and ensuring that we remain responsive to the evolving needs of our customers. Through ongoing training and feedback, we are dedicated to creating an inclusive and empathetic service experience that upholds the principles of fairness and equality, ultimately leading to better outcomes for all who seek our help.

AFCA’s Accessibility and Inclusion network

AFCA’s Diversity, Inclusion, and Belonging Strategy underscores our commitment to being an employer of choice and delivering accessible services. Central to this strategy is our Accessibility and Inclusion Network, which leverages the enthusiasm and expertise of our team to consider AFCA’s internal business practices to proactively identify ways to make our service more accessible and better support our employees.

AFCA has five ERGs:

• Ally Network: celebrates and supports LGBTQIA+ employees and allies.
• Carer’s Network: supports and advocates for employees with caring responsibilities.
• Vis-Ability Network: supports and advocates for employees living with a disability or who care for a person who does.
• MOSIAC: celebrates multicultural and intersectional identities and diverse perspectives.
• The Women’s Network. This is a new group that was established in 2024 and supports gender equity at AFCA.

Three business resource groups consider AFCA’s internal business practices to proactively identify ways to make our service more accessible:

• Mental Health Network: develops strategies to ensure our ways of working support customers experiencing poor mental health.
• Peer Support Network: provides practical guidance for our people engaging with customers who disclose lived experience of trauma, including domestic violence.
• Reconciliation Network: detailed information about our activities, including AFCA’s RAP is here.

Customers who received additional support

During the last financial year, 7,207 people told us they were experiencing difficult circumstances, or might need additional support from us.

When lodging their complaint, individuals can choose a specific support type or select ‘Other help needed’ and provide additional details if their situation doesn’t fit into the existing categories.

In the last financial year our customers disclosed a range of experiences affecting their ability to manage their financial problems, including autism spectrum disorder, severe post-traumatic stress disorder, chronic and terminal illnesses, incarceration, suicidal ideation and homelessness.

Top 5 additional assistance requests

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