All Australian financial services licensees, Australian credit licensees, authorised credit representatives and superannuation trustees are required to be a member of the Australian Financial Complaints Authority (AFCA) under their financial services licence conditions, in accordance with ASIC Regulatory Guide RG 165.
Our members include banks, insurers, credit providers, financial advisers, debt collection agencies, superannuation trustees and many more. We have over 35,000 members across the country, most will never have a complaint lodged against them. For those that do, we offer fair, independent and effective solutions for financial disputes facilitated by professional and experienced staff.
Latest member news
Membership certificates: 2019-20 and 2020-2021
On 15 June 2020, AFCA began the 2020-21 membership renewal period. Due to this, all access to current member certificates will be unavailable via the Member Portal (Secure Services) as memberships will be displayed as ‘unpaid’ until 28 June 2020.
To get your 2019-20 certificate: Please contact firstname.lastname@example.org Please put ‘Certificate request’ in the subject line of the email
To get your 2020-21 certificate: This will be available to you in your Member Portal after 28 June. Please note, that to download the certificate you will need to pay the 2020-21 invoice. Once the payment has been processed, the certificate will be ready for download after 3 business days. All invoices for 2020-21 will be available under the ‘Invoices’ tab in the Member Portal (Secure Services).
If you don’t have an invoice in the portal after 28 June, you may be part of a consolidated invoice which means your certificate will not be available to you until your licensee pays the group invoice.
If you have any queries regarding your membership please do not hesitate to contact us at email@example.com
Sharing information for complaints at Registration and Referral stage
We are changing the way we share information received for complaints at the Registration and Referral stage of the complaint process.
From 29 June 2020 we will share documents with all members via the online Member Portal (Secure Services). Documents will no longer be shared by email. When documents are made available on Secure Services, you will receive a notification via email. Simply login to your account to view these documents.
Secure Services provides a secure platform for AFCA to share information with members in various formats and sizes and can also be used to submit information to AFCA. Information on how to register for Secure Services and using the various functions available in Secure Services can be found in the user guide
If you need any assistance with Secure Services please feel free to contact the AFCA membership team on 1300 565 562 or email us at firstname.lastname@example.org
For more updates login to the member portal.
If you are having issues accessing Secure Services, please see the FAQ's here.