Complaints

  • 104,861 complaints received. Up 8% on 2022-23
  • 104,203 complaints closed. Up 21% on 2022-23
  • The average time to close a complaint was 74 days¹
  • 29,236²open cases. Up 1% on 2022-23
  • $313,903,256 in compensation was awarded to consumers through AFCA’s dispute resolution processes

Complaints received by product line³

Product line

Total

Banking and finance

60,076

General insurance

29,335

Superannuation

7,325

Investments and advice

3,559

Life insurance

1,449

Not yet determined

1,042

Complaints closed by product line³

Product line

Total

Banking and finance

59,156

General insurance

28,684

Superannuation

7,701

Investments and advice

4,118

Life insurance

1,411

  • 5,715 complaints about financial difficulty received
  • 4,466 small business complaints received
  • 10,355 complaints excluded due to being outside AFCA’s jurisdiction

Average time taken to close complaints

Time

Percentage

0-30 days

33%

31-60 days

28%

61-180 days

26%

181-365 days

10%

Greater than 365 days

3%

Open cases by age as at 30 June 2024

Time

Percentage

0-30 days

24%

31-60 days

18%

61-180 days

28%

181-365 days

12%

Greater than 365 days

17%

  • 4,380 small business complaints closed
  • 5,797 financial difficulty complaints closed

Complaints closed before determination

 

Total

Total

99,853

Resolved by agreement or in favour of complainant

72%

Resolved in favour of financial firm

2%

Outside Rules/Terms of Reference

10%

Discontinued/withdrawn

15%

Determinations

 

Total

Total

4,281

Found in favour of complainant

30%

Found in favour of financial firm

70%

 

¹ Average number of days the complaint was active.

² As at 30 June 2024.

³ Complaints may belong to more than one product type.

Includes 1,757 complaints found ineligible for the Compensation Scheme of Last Resort (CSLR) and 812 complaints excluded on merit under OTR A.8.3.

Aged cases exclude paused complaints, complaints relating to test cases, batched complaints and cases subject to external litigation. 57% of cases over 365 days relate to the CSLR.

This includes complaints resolved through Conciliation, Negotiation, Preliminary Assessment, or resolved by the financial firm.

Complainants

Complaints received by state and territory

State and territory

Percentage

New South Wales

30%

Queensland

18%

Northern Territory

1%

Western Australia

8%

South Australia

6%

Victoria

27%

ACT

2%

Tasmania

1%

Not provided

8%

Other countries

1%

Top 10 languages (other than English) in which interpreters were requested

Language

Mandarin

Korean

Arabic

Cantonese

Vietnamese

Spanish

Persian (Farsi)

Hindi

Punjabi

Taiwanese

  • 3,158 complainants identified as First Nations peoples
  • 2% of complainants required an interpreter service

Gender of complainants


Gender

Percentage

Female

39%

Male

55%

Other/unknown

6%

  • 84% of complainants were self-represented
  • 16% of complainants had a representative

Members

  • 47,575 members
  • 83% of members did not have a complaint lodged against them

Top five member types with the most complaints

Member type

Total

Banks

41,790

General insurers

21,702

Credit providers

11,188

Superannuation fund trustee/advisers

6,338

Underwriting agencies

4,397

Customer service

  • 200,917 calls to our phone lines

Calls to our phone lines

Phone line

Total

Consumer and small business

138,339

Membership

20,710

Significant event hotline

13,457

  • 28,411 online live chats
  • Average wait time for calls 173 seconds
  • Our service was provided in 78 languages other than English
  • 76% of complaints were lodged online

Systemic issues

  • Identification and investigation of systemic issues resulted in financial remediation of $44,706,897 to 159,051 consumers.
  • 1,574 potential systemic issues identified
  • 225 systemic issue investigations referred to financial firms
  • 97 systemic issues reported to regulators
  • 77 systemic issues resolved with financial firms
  • 137 serious contraventions of the law and other breaches reported under section1052E(1)-(3) of the Corporations Act 2001 (Cth)
  • 9 possible serious contraventions of the law reported to regulators
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