This past year saw the successful completion of our three-year strategic plan, which concluded on 30 June 2024.

As we conclude this chapter of our strategic plan, there is clear recognition of the significant achievements made across all five strategic themes. The strategy has strengthened our organisation, making us more resilient and prepared for the future.

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Customer service

Our goal has been to make interactions with AFCA as seamless as possible, ensuring fair outcomes for both consumers and small businesses.

The significantly increased volumes of complaints received by AFCA have impacted timeliness, but we have still managed to resolve record levels of complaints and work with members to address the root causes of these.

• Achieved a 72% overall customer satisfaction rate, a 3% increase from last year, attributed to faster resolutions and streamlined processes.
• Maintained a strong 81% member satisfaction rate, consistent with the previous year.
• Facilitated 1,786 interpreter service requests – a 30% increase from last year – providing support in 78 languages to ensure accessibility for diverse communities.

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Efficiency

Despite record-high complaint volumes our focus remained on delivering a positive experience for both customers and members by improving resolution times, maintaining quality and removing unnecessary barriers.

• Implemented targeted strategies that significantly reduced the number of complaints older than 365 days, ensuring quicker resolutions for consumers.
• Completed a detailed assessment of our funding model one year after its launch, confirming it is fit-for-purpose, promotes fairness and supports long-term sustainability.

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External engagement

We have continued to build our relationships with key stakeholders—consumers, members, industry bodies, regulators and government.

• Increased overall awareness¹ of AFCA to 36%, marking an 11% rise since 2020 (25% in 2020).
• Conducted the inaugural AFCA stakeholder engagement survey which found  overall satisfaction with AFCA’s engagement was 76%.
• Developed new consultation methods as part of our Independent Review Program, received ASIC approval for significant changes to AFCA’s Rules and Operational Guidelines effective from 1 July 2024, and clarified AFCA’s role in systemic issues with new tools and resources for stakeholders.

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Data and technology

This year, we completed major upgrades to our IT infrastructure and data analytics capabilities to significantly improve AFCA’s services to consumers and members and deliver efficiencies in our processes.

These enhancements have enabled us to leverage data more effectively, resulting in improved decision-making, enhanced customer experiences, and increased innovation. Our focus on cyber security has also fortified our technological foundation, ensuring robust protection.

• Successfully rolled out our IT transformation project, including a new case management system, a member portal, and for the very first time a consumer portal.
• Improved data and reporting processes through our systemic issues transformation initiative, leading to better identification and investigation of systemic issues.
• Upgraded our IT security to even better safeguard our data, systems, networks and digital assets from cyber threats.

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People experience

Our people are crucial to achieving our organisational goals, and AFCA’s success depends upon the attraction and retention of skilled and highly engaged people.

We have continued to focus on initiatives that support this, including professional development, flexible working arrangements and an unwavering commitment to diversity and inclusion. These efforts have led to increased employee engagement, reduced turnover and a workforce closely aligned with our values and goals.

• Achieved our highest-ever employee engagement score of 87%.
• Expanded our wellbeing programs to include enhanced mental health resources, flexible working options, and additional wellness initiatives.
• Continued to invest in training and development to help staff build skills, advance their careers, and stay current with industry trends.
• Launched initiatives to promote inclusivity, such as tailored training programs, support networks, and Employee Resource Groups (ERGs).

AFCA and our people received several awards this year:

• Australian Financial Review (AFR) Best Places to Work: Recognised as the best place to work across the government, education, not-for-profit and utilities sectors; highlighting our exceptional workplace culture and employee satisfaction.
• Australian Workplace Equality Index (AWEI): Achieved Bronze Tier status, scoring above the benchmark in all categories of this national standard for LGBTQ+ inclusion; reflecting our commitment to a supportive and inclusive environment.
• Australian HR Awards 2023: Awarded Employer of Choice (Public Sector & NFP sector); recognising our dedication to fostering an outstanding workplace.
• CEO Achievements: David Locke was honoured as the CEO Diversity Equity & Inclusion Champion and named CEO of the Year at the 2024 Australian LGBTQ+ Inclusion Awards; acknowledging his leadership in advancing LGBTQ+ inclusion.
• 2024 Australian HR Institute (AHRI) Awards: Nominated for the Most Inclusive Workplace award; showcasing our commitment to creating a valued and supported environment for every employee.

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