Annual Review 2023-24
Contents
- About this Annual Review
- Year at a glance
- Board Chair message
- Chief Executive Officer and Chief Ombudsman message
- Organisational overview
- Complaints
- Who complained to AFCA in 2023–24?
- AFCA Engagement with First Nations peoples
- Overview of complaints
- Open cases
- Closed cases
- Banking and finance complaints
- Buy now pay later
- Scam complaints
- Financial difficulty complaints
- 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
- Complaints outside AFCA’s Rules
- Systemic issues
- AFCA’s Code compliance and monitoring function
- Engagement, awareness and accessibility
- Corporate information
- AFCA General Purpose Financial Report
- Glossary
At AFCA, we believe in being clear, honest and accountable to the public.
We acknowledge our important public role and recognise that transparency in our data and decisions is essential to rebuilding trust in the financial sector.
In making determinations AFCA identifies the financial firm the complaint is lodged against, but we don’t identify other parties to the complaint.
We will not publish a determination that risks identifying any party other than the financial firm.
During 2023-24, we published 4,129 determinations naming the financial firm involved.
