Uluru Statement from the Heart

AFCA accepts the invitation of the Uluru Statement from the Heart. 

The Uluru Statement is a gift, an invitation for all Australians to walk alongside Aboriginal and Torres Strait Islander peoples toward a better future. It calls for recognition of the sovereignty of Aboriginal and Torres Strait Islander peoples and the opportunity for their voices to be heard.

We are steadfast in our support for substantive constitutional change, to drive a fair and truthful relationship between our first sovereign Nations and the people of Australia.

We make this commitment through our Reconciliation Action Plan (RAP) and encourage our people and our community to do the same, based on the principles of Voice, Treaty and Truth.

Reflect Reconciliation Action Plan (RAP)

As a national ombudsman scheme serving communities across Australia, AFCA aims to deliver its services to First Nations peoples in a culturally informed, respectful and accessible manner. We are committed to transforming our operations to better serve First Nations customers and address their diverse needs effectively.

AFCA’s Reflect RAP was finalised in 2024 and outlined the initial steps for engaging with First Nations stakeholders, exploring AFCA’s sphere of influence and refining the organisation’s Reconciliation vision.

As AFCA’s Reconciliation journey continues, we are committed to tailoring our service delivery to provide cultural safety for our people and our customers and use our influence to advocate for a fairer financial services system.

AFCA is now forming a new Reconciliation Network to draft the Innovate RAP – AFCA’s strategic plan for the next two to three years.

Complaints received from First Nations consumers

Between 1 July 2023 and 30 June 2024

Complainants self-identified as First Nations peoples

Complaints received

Top five complaints received by product

Top five complaints received by issue

Complaints closed

Stage at which complaints closed

Time taken to close complaints

Key complaint trends

AFCA has observed a significant increase in complaints from Aboriginal and Torres Strait Islander peoples. This year, we received 3,161 complaints from these communities, marking a 25% rise from the previous year.

We are particularly concerned by the disproportionately high rate of financial hardship complaints among First Nations peoples, with complaints growing by 17% over the last year.

Many financial firms are slow to address the systemic barriers that disproportionately impact First Nations consumers. Consumer representatives have told us these challenges include widespread digital access issues, especially in remote areas where reliable internet connectivity is limited or non-existent. The closure of regional and remote bank branches which further restrict access to financial services, leaving many without the in-person support they rely on. Cultural misunderstandings between service providers and First Nations communities often lead to miscommunication and mistrust, while inadequate responses to consumer concerns exacerbate financial hardship and contribute to long-term dissatisfaction.

Additionally, the process of obtaining and verifying identity documentation presents another significant hurdle. Many First Nations individuals, particularly those in remote communities, face difficulties in meeting standard identification requirements due to a lack of formal documentation, which is compounded by the distance from government service centres. This creates further barriers to accessing essential financial services, such as opening accounts.

These barriers not only hinder financial inclusion but also contribute to a cycle of disadvantage, leaving many First Nations consumers feeling excluded and underserved. Addressing these issues requires a deeper understanding of the unique challenges faced by First Nations communities and a commitment to implementing tailored solutions that promote equitable access to financial services.

We urge financial institutions to address these disparities by consulting with First Nations communities. This includes not only addressing financial hardship but also respecting cultural differences. Financial firms should invest in cultural competency training, create targeted outreach programs, and ensure their products and services are accessible and relevant to First Nations customers.

By implementing these measures, financial firms can better support First Nations peoples, fostering economic independence and trust.

Celebrating dates of significance

AFCA recognises and celebrates these important dates in a range of ways including digital signage in our offices, internal communications, and organisation-wide events and activities. Participating in National Reconciliation Week and NAIDOC Week are examples of how we honour community and culture and reflect on our role as an ally to First Nations people walking in two worlds.

During NAIDOC Week 2023, we had the privilege of welcoming Kuku Yalanji Elder and ICAN Director Daphne Naden to speak with AFCA staff. Daphne, who possesses deep knowledge of Indigenous issues and a strong commitment to advancing First Nations peoples, shared her perspective on working with First Nations communities and her thoughts on the Voice.

More than 400 AFCA colleagues joined the session, where Daphne imparted her wisdom, personal stories, family history, and experiences. To commemorate the occasion, all staff received a small gift featuring our artwork story. AFCA also encouraged participation in external NAIDOC Week events held across NSW and Victoria.

National Reconciliation Week commemorates two significant milestones: the successful 1967 referendum and the High Court Mabo decision. Using First Nations artwork, including our artwork story Ngalimba, AFCA encouraged its people to have reflective conversations with their families and friends about Reconciliation.

The 2023 Referendum

In 2023, AFCA publicly supported the recognition of First Nations peoples in the Australian Constitution and the establishment of a Voice to Parliament. We were (and remain) dedicated to enhancing our community’s understanding of the Uluru Statement from the Heart and the importance of constitutional recognition.

We encouraged our staff to vote mindfully in the Referendum, which aimed to provide First Nations people with a permanent seat at the table. To facilitate access to information, we created a dedicated intranet page that outlined details about the Referendum. This page included AFCA’s position on the Uluru Statement from the Heart and provided links to key resources, such as The Voice, Reconciliation Australia and the First Nations Foundation.

AFCA also hosted three informative webinars for our people that explored the mechanics of referendums and their historical context in Australia, along with a panel of First Nations consumer advocates who shared their perspectives on the significance of the Voice.

Outreach

In 2023-24, we strengthened our community outreach efforts through partnerships with the WA Ombudsman, Financial Counselling Australia’s Financial Capability Community of Practice, and the First Nations Foundation.

Alongside our commitment to outreach in regional, rural, and remote communities, the Community Engagement Team facilitated a visit by the AFCA Board to Cairns for one of its regular meetings. Over 20 consumer advocates participated in discussions with our directors and leaders, representing organisations such as Tenants Queensland, Good Shepherd, The Salvation Army, Cairns Community Legal Centre, First Nations Foundation, Shelter Housing Action Cairns, and the ICAN (our hosts).

This visit provided invaluable insights into the challenges faced by Aboriginal and Torres Strait Islander peoples, as well as non-Indigenous communities in far north Queensland. We heard first-hand about consumer detriment related to insurance claim delays, mis-selling, aggressive debt collection, poor product design, scams, and unethical conduct. The cultural wisdom and perspectives of consumer advocates working in community and on Country have helped shape our ongoing commitment to delivering culturally safe and responsive services.

Previous section - Who complained to AFCA in 2023-24?

Next section - Overview of complaints