From 1 July 2019 until 30 June 2020, Australian consumers and small business can lodge complaints that would normally fall outside AFCA’s time limits

For a 12-month period AFCA will accept complaints about conduct of financial firms dating back to 1 January 2008.

AFCA will follow our usual process to investigate these complaints which are known as Legacy complaints. 

This process begins with AFCA referring complaints back to financial firms to resolve. It is our expectation that firms will engage proactively with their customers to resolve these legacy matters themselves where possible, as part of their commitment to justly remediate the misconduct of the past and meet the community’s expectations of fairness.

Where firms are unable to satisfactorily resolve the complaints, AFCA will start investigating these matters from 1 October 2019.

How do I lodge a Legacy complaint?

You can lodge a legacy complaint the same way you would a regular complaint. Just click the yellow ‘Make a complaint’ button at the top of the screen. 

What can I lodge a Legacy complaint about?

Below is a diagram that sets out what Legacy complaints AFCA can and can’t consider. More detailed information is available in our Operational Guidelines.
 

Legacy complaints flowchart

Resources

Member webinar: AFCA Approach to Legacy complaints 

AFCA will be releasing further resources in the near future.


Further information

Media release: AFCA welcomes ASIC approval for legacy complaints (18 June 2019)

Media release: AFCA to accept legacy financial complaints from 1 July 2019 (20 February 2019)