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
Who complained to AFCA?
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.
For the first time, this year’s Annual Review includes comparative data for the previous four years where possible. There are non-material changes to some statistics reported in previous Annual Reviews. These differences are due to changes and improvements in our data capture and reporting capabilities.
Complainants by state and territory
|
2018–19 1 |
2019–20 |
2020–21 |
2021–22 |
|
|---|---|---|---|---|
|
New South Wales |
30% |
30% |
30% |
30% |
|
Victoria |
28% |
27% |
28% |
28% |
|
Queensland |
19% |
18% |
18% |
18% |
|
Western Australia |
9% |
10% |
9% |
8% |
|
South Australia |
6% |
5% |
5% |
6% |
|
Australia Capital Territory |
1% |
2% |
2% |
2% |
|
Tasmania |
1% |
1% |
1% |
1% |
|
Northern Territory |
1% |
1% |
1% |
1% |
|
Not provided |
6% |
7% |
8% |
7% |
|
Other countries |
1% |
1% |
1% |
1% |
Age of complainants
|
2018–19 1 |
2019–20 |
2020–21 |
2021–22 |
|
|---|---|---|---|---|
|
0–17 |
1% |
1% |
1% |
1% |
|
18–24 |
1% |
1% |
2% |
2% |
|
25–29 |
4% |
5% |
5% |
6% |
|
30–39 |
20% |
21% |
22% |
22% |
|
40–59 |
43% |
44% |
43% |
44% |
|
60+ |
25% |
24% |
23% |
21% |
|
Not provided |
14% |
12% |
13% |
12% |
Gender of complainants
Complainants identified as First Nations peoples
Top 10 languages (other than English) service was provided in by complaints
|
2018–19 1 |
2019–20 |
2020–21 |
2021–22 |
|
|---|---|---|---|---|
|
Mandarin |
180 |
283 |
269 |
258 |
|
Arabic |
71 |
99 |
76 |
73 |
|
Cantonese |
42 |
44 |
45 |
63 |
|
Taiwanese |
9 |
26 |
27 |
55 |
|
Vietnamese |
30 |
62 |
42 |
42 |
|
Persian (Farsi) |
21 |
57 |
38 |
38 |
|
Afrikaans |
19 |
48 |
19 |
25 |
|
Punjabi |
15 |
18 |
19 |
23 |
|
Greek |
13 |
21 |
20 |
21 |
|
Hindi |
10 |
32 |
13 |
19 |
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 18–19 and 19–20 have been calculated pro rata using monthly averages.
