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
Naming financial firms
AFCA is committed to being open, transparent and accountable to the public.
We understand that we play an important public role and recognise that transparency in our data and decisions is essential to rebuilding trust in the financial sector.
AFCA publishes determinations in a form that identifies the financial firm against which the complaint is made, but does not identify the other parties to the complaint.
A determination will not be published if doing so would risk identifying any party other than the financial firm, or if there are other compelling reasons not to publish it.
In 2021–22, AFCA published 4,070 decisions in which the financial firm was named.
Two decisions were not published due to compelling reasons provided by the financial firm, pursuant to Rule A.14.5.
