Annual Review 2021–22
Contents
- About this Annual Review
- Year at a glance
- Acknowledgement of country
- Board Chair message
- Chief Executive Officer and Chief Ombudsman message
- Organisational overview
- AFCA Independent Review
- Complaints
- Who complained to AFCA?
- Overview of complaints
- Open cases
- Closed cases
- Banking and finance complaints
- Buy now pay later
- Financial difficulty complaints
- Scams
- Small business complaints
- General insurance complaints
- Significant events
- Life insurance complaints
- Superannuation complaints
- Investments and advice complaints
- Cryptocurrency
- Complaints lodged by consumer advocates and financial counsellors
- Legacy complaints
- Complaints outside AFCA’s Rules
- Systemic issues
- Code compliance and monitoring
- Previous schemes
- Engagement, awareness and accessibility
- Corporate information
- AFCA General Purpose Financial Report 2021–22
- Appendix 1
- Glossary
Awareness
AFCA has an obligation to the diverse community we service to ensure they are aware of Australia’s financial ombudsman and that our services are accessible to all. AFCA has scoped a multi-year initiative that will:
- use demographic information, research and leverage relationships to promote our awareness strategy and community outreach activities
- design and create flexible ways to submit a complaint, provide information in different formats and uphold a positive reputation as an organisation that meets community expectations
- drive a culturally competent organisation
- build and maintain external relationships that can proactively inform us of issues, provide insights and contribute to ongoing enhancements to deliver exceptional customer service
- support and provide our people with the right tools, resources and training to effectively support our customers and the diverse community we serve.
In 2021–22, AFCA:
- developed a three-year awareness strategy and roadmap to set the foundations for a data-led multichannel awareness approach
- revitalised AFCA’s website and publicity material to better communicate our purpose.
