Annual Review 2022–23


To provide fair, independent and effective solutions for financial disputes.


To be a world-class ombudsman service:

  • improving practices and minimising disputes
  • meeting diverse community needs
  • trusted by all.

Strategy statement

Working with consumers, small business and industry we will resolve and reduce financial disputes through innovative solutions, education and communication. We will deliver services to the Australian community that are easy to use, free for complainants, efficient, timely and impartial.


Australian community and government

A fair, ethical and trusted service that influences reform in the financial services sector.

Consumers and small business

An excellent customer experience that meets diverse needs and delivers fair outcomes.


A valued member experience that helps members to improve internal practices to avoid or resolve disputes.

Our people

Highly skilled and engaged people with the tools they need to deliver high-quality outcomes.


  • Fair and independent
  • Transparent and accountable
  • Honest and respectful
  • Proactive and customer-focused

What our values mean

Fair and independent

  • We make fair, balanced and considered decisions.
  • We are evidence-based.
  • Impartiality underpins all our work.
  • We ensure all parties are properly heard.

Transparent and accountable

  • We do what we say and what is right.
  • We are clear and transparent.
  • We explain the reasons for our actions.
  • We are timely, efficient and flexible.
  • We are trusted and supported to do our jobs and take responsibility for what we do.

Honest and respectful

  • People are at the heart of everything we do.
  • We respectfully listen to all views.
  • We show integrity in all our dealings.
  • We are professional and treat everyone with dignity.

Proactive and customer-focused

  • We are outward-facing and proactive.
  • We use data and experience to influence, inform and look ahead.
  • We help businesses to improve their customer service and minimise disputes.
  • Our services are accessible to all.
  • We actively engage with diverse audiences, including those who may need extra help.

Our strategic focus

Our strategy provides the guiding framework for all our operations, programs and initiatives. It clarifies our purpose and describes our vision of becoming a world-class ombudsman service, improving practices and minimising disputes, meeting diverse community needs and trusted by all.

To deliver on our purpose, we have designed five strategic themes to help us focus on what matters most and ensure we successfully deliver on our strategy.

AFCA’s five strategic themes

  1. Customer service
  2. Efficiency
  3. External engagement
  4. Data and technology
  5. People experience
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