Annual Review 2022–23
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
- 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 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
- Glossary
AFCA is a free service for consumers and small businesses. Our goal is to provide an excellent customer experience that meets diverse needs and delivers fair and timely outcomes.
Complaints by state and territory
|
|
2018–19 ¹ |
2019–20 |
2020–21 |
2021–22 |
2022–23 |
|---|---|---|---|---|---|
|
New South Wales |
30% |
30% |
30% |
30% |
31% |
|
Victoria |
28% |
27% |
28% |
28% |
27% |
|
Queensland |
19% |
18% |
18% |
18% |
18% |
|
Western Australia |
9% |
10% |
9% |
8% |
8% |
|
South Australia |
6% |
5% |
5% |
6% |
6% |
|
Australia Capital Territory |
1% |
2% |
2% |
2% |
2% |
|
Tasmania |
1% |
1% |
1% |
1% |
1% |
|
Northern Territory |
1% |
1% |
1% |
1% |
1% |
|
Not provided |
6% |
7% |
8% |
7% |
7% |
|
Other countries |
1% |
1% |
1% |
1% |
1% |
Age of complainants ²
|
|
2018–19 ¹ |
2019–20 |
2020–21 |
2021–22 |
2022–23 |
|---|---|---|---|---|---|
|
0–17 |
1% |
1% |
1% |
1% |
1% |
|
18–24 |
1% |
1% |
2% |
2% |
2% |
|
25–29 |
4% |
5% |
5% |
6% |
5% |
|
30–39 |
20% |
21% |
22% |
22% |
21% |
|
40–59 |
43% |
44% |
43% |
44% |
42% |
|
60+ |
25% |
24% |
23% |
21% |
24% |
|
Not provided |
14% |
12% |
13% |
12% |
12% |
Gender of complainants
| 2018–19 ¹ | 2019–20 | 2020–21 | 2021–22 | 2022–23 | |
|---|---|---|---|---|---|
| Female | 41% | 42% | 41% | 41% | 40% |
| Male | 58% | 59% | 59% | 59% | 55% |
| Other/not specified | NA | NA | NA | NA | 5% |
Complainants identified as First Nations peoples
Top 10 languages (other than English) in which interpreters were requested
|
|
2018–19 ¹ |
2019–20 |
2020–21 |
2021–22 |
2022–23 |
|---|---|---|---|---|---|
|
Mandarin |
180 |
283 |
269 |
258 |
447 |
|
Taiwanese |
9 |
26 |
27 |
55 |
165 |
|
Arabic |
71 |
99 |
76 |
73 |
124 |
|
Cantonese |
42 |
44 |
45 |
63 |
56 |
|
Vietnamese |
30 |
62 |
42 |
42 |
55 |
|
Korean |
17 |
24 |
23 |
19 |
44 |
|
Persian (Farsi) |
21 |
57 |
38 |
38 |
38 |
|
Hindi |
10 |
32 |
13 |
19 |
38 |
|
Punjabi |
15 |
18 |
19 |
23 |
30 |
|
Spanish |
24 |
25 |
17 |
16 |
30 |
¹ AFCA commenced on 1 November 2018. The 2018–19 financial year covers an 8-month period (from 1 Nov 2018 to 30 Jun 2019). Year-on-year changes between 2018–19 and 2019–20 have been calculated pro rata using monthly averages.
² Age of complainants does not represent all complaints as AFCA does not require complainants to provide a date of birth and some complaints are submitted by small businesses.
