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.

AFCA Member certificates and renewal invoices

Renewal invoices are available in the Invoice section of secure services, which are payable by 31 July 2019.

You continue to be an AFCA member as long as the invoice is paid by 31 July 2019.

Member certificates through to 31 July 2020 will be available for downloading once the renewal invoice is paid.

Notice regarding appointment of AFCA’s external auditor

Australian Financial Complaints Authority Limited (AFCAL) was incorporated on 17 July 2017. At incorporation, its auditor was Deloitte Touche Tohmatsu of 550 Bourke Street, Melbourne VIC 3000 (Deloitte) as Deloitte had been the auditor for Financial Ombudsman Service Limited and the continuity through the transition period was important.

Following the appointment of AFCAL as the operator of the Australian Financial Complaints Authority (AFCA) external dispute resolution scheme and the formation of a new Board of Directors, the Board wished to undertake due diligence on the ongoing appointment of the external auditor for AFCAL. Deloitte were consulted and invited to put forward a proposal to respond to the tender process, but declined, effectively retiring from the role of auditor. Following the tender process, the Audit and Risk Committee recommended the appointment of Moore Stephens of 530 Collins Street, Melbourne VIC 3000 (Moore Stephens) at the Board meeting on 17 May 2019. ASIC consented to the resignation of Deloitte as the external auditor on 5 July 2019.

The appointment of Moore Stephens as the external auditor will be put to the members for confirmation at the AFCA Annual General Meeting in November 2019.


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