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
AFCA is governed by a Board of Directors. It has an independent Chair and an equal number of Directors with consumer and industry experience.
The Board is responsible for making sure the independence, integrity and fairness of AFCA’s decision-making process is maintained. They also ensure AFCA has enough resources to deliver our services in a timely, efficient and effective manner.
The Board appoints an independent Chief Ombudsman and our CEO, who has delegated authority for AFCA’s day-to-day management. They also appoint ombudsmen, adjudicators and panel members who make decisions about complaints, as well as our Company Secretary and the IA.
During 2023-24, the Board met six times, in accordance with its scheduled meetings.
|
Director |
Full Board |
Extraordinary/ Restricted Board |
||
|---|---|---|---|---|
|
|
Actual |
Eligible |
Actual |
Eligible |
|
J Pollaers |
5 |
5 |
1 |
1 |
|
J Darbyshire |
1 |
1 |
1 |
1 |
|
A Fairley |
2 |
2 |
- |
- |
|
C Franklin |
2 |
2 |
1 |
1 |
|
C Mackay |
2 |
2 |
1 |
1 |
|
E Turner |
5 |
5 |
1 |
1 |
|
D Rickard |
5 |
5 |
1 |
1 |
|
G Dransfield |
5 |
5 |
1 |
1 |
|
G Brody |
5 |
5 |
1 |
1 |
|
S Dave |
4 |
4 |
- |
- |
|
R Bellottie |
2 |
3 |
- |
- |
|
Y Hong |
2 |
3 |
- |
- |
|
H Loban |
3 |
3 |
- |
- |
AFCA Board of Directors as at 30 June 2024
Independent Chair
- Professor John Pollaers
Directors with consumer experience
- Dr Heron Loban
- Delia Rickard
- Erin Turner
- Gerard Brody¹
Directors with industry experience
- Swati Dave
- Gary Dransfield
- Raylene Bellottie
- Yien Hong
- Company Secretary: Anna Campbell
- Deputy Company Secretary: Dawn Logan Keeffe
- Board departures in 2023-24
- Jennifer Darbyshire
- Andrew Fairley
- Carmel Franklin
- Claire Mackay
¹ We also farewelled Gerard Brody in August 2024 and are currently recruiting for his replacement.
