- 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
- Who complained to AFCA?
- 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
- Complaints lodged by Aboriginal and Torres Strait Islander peoples
- Complaints lodged by consumer advocates and financial counsellors
- Complaints lodged by paid representatives
- Complaints outside AFCA’s Rules
- AFCA’s Systemic Issues function
- AFCA’s Code compliance and monitoring functiong
- Engagement, awareness and accessibility
- Corporate information
- AFCA General Purpose Financial Report
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 won’t publish a determination that risks identifying any party other than the financial firm.
During 2022-23, we published 3,671 decisions naming the financial firm involved.
Due to compelling reasons provided by financial firms we elected not to publish one decision, as per Rule A.14.5.