Membership with AFCA

The Australian Financial Complaints Authority (AFCA) is an external dispute resolution scheme that considers and resolves complaints from consumers and small businesses about financial products or services.

Eligibility for AFCA membership is subject to certain requirements outlined in AFCA’s Constitution. Before applying for AFCA membership please read the Constitution carefully.

 

Membership types

Authorised Credit Representative  Membership (Company or Individual)

The Authorised Credit Representative (ACR) membership is for representatives (Company or Individual) that have been appointed by a credit licensee or aggregator to engage in specified credit activities.

Authorised Credit Representatives can apply for AFCA membership as an:

  • Individual and/or
  • Company

If you require both an individual and company membership, you will need to submit two separate applications.

If you are unsure which membership you require, please confirm with your licensee/aggregator before applying.

If you are unsure whether you currently hold an AFCA membership as an ACR, you can search your details here. If you can locate your membership and you are looking to update your licensee/aggregator, please click here and select the option ‘Yes’ for the question ‘Are you an existing AFCA member?’ and then enter your membership details and follow the steps accordingly.

 

Important

Please ensure you select the correct membership type (individual or company) when applying for membership with AFCA. AFCA is generally unable to change membership type once the application has been approved. If you are an existing member and your membership type has changed, please contact membership@afca.org.au to discuss your options.

 

 

Apply for Authorised Credit Representative membership

Licensee Membership

The Licensee membership is for relevant Australian financial firms that have an obligation to be a member of AFCA as part of their licensing conditions.

Being a member of AFCA ensures you meet your licensing requirement to be a member of an external dispute resolution scheme when you are operating your business and providing a financial product or service to consumers and/or small businesses.

This includes if you hold, or you are applying for an:

  • Australian Financial Services Licence
  • Australian Credit Licence
  • Australian Limited Financial Services Licence

AFCA membership is also open to other industry participants in the financial services and superannuation industries (and related industries), who are legally required or wish to become an AFCA member, for the purpose of providing their customers with access to AFCA’s independent external dispute resolution services.

These can include:

  • Voluntary members that operate in the financial services industry
  • Regulated superannuation funds (excluding self-managed superfunds)
  • Consumer Data Right participants
  • Sandbox participants
  • Approved deposit funds
  • Retirement savings account providers
  • Unlicensed product issuers
  • Annuity providers
  • Life insurer
  • Life policy funds

 

Apply for Licensee membership

 


Application fees

All members pay a single annual application fee. Payments are processed through Westpac's PayWay secure server using 128-bit SSL encryption.

 

Application date

Total payable (including GST)

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Mastercard and Visas logos
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American Express logo

 

Licensees

Includes application fee and base levy

1/06/2023 - 30/9/23

$375.55

$382.12

1/10/23 - 31/12/23

$281.64

$286.57

1/1/24 - 31/3/24

$187.77

$191.06

1/4/24 - 01/06/24

$93.88

$95.52

Credit representatives

1/06/23 - 31/5/24

$65.98

$67.13

Application and renewal fees are non-refundable. If you are unsure which membership type to select, please email our membership team on membership@afca.org.au or phone 1300 56 55 62.

Processing timeframes

After your membership application has been received and payment is successfully processed (please allow 5–7 business days), we will provide the nominated principal contact (for example, CEO or Managing Director) a confirmation email of approved membership. This email will contain details on how to manage your membership with AFCA, as well as information regarding our dispute resolution process and complaint fees, which will apply for complaints we receive in accordance with our Rules.

Benefits of AFCA membership

There are benefits to being a member with AFCA for financial firms.

Expertise
At AFCA, our professional staff are supported by a highly experienced team of decision makers and experts, including lead ombudsmen, ombudsmen, panel members and adjudicators. We work independently, cooperatively and efficiently to resolve financial complaints with a fair outcome.
Professional development
Membership with AFCA can enhance your networking opportunities within the financial services industry. We regularly host professional development events for members including our annual conference, industry forums, liaison group meetings and technical webcasts, which can help members increase their understanding of AFCA and effective external dispute resolution and enhance their network within the industry.
Knowledge
At AFCA, members have access to our expertise in a variety of formats, such as our Approach documents, digital publications, including EDR response and accessibility guides, eLearning courses and process and timeframe resources.
Security
Our online member portal, Secure Services, gives you access to a range of customised resources including video tutorials, eLearning, detailed process information and statistics. You can also safely perform membership and complaint administration online, such as case and document management for complaints.

More information

For more information about membership with AFCA, please email our membership team on membership@afca.org.au or phone 1300 56 55 62.

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Please be advised we cannot provide you with financial or legal advice. However, we may be able to refer you to a community legal centre or financial counselling service if you need help.

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