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.
AFCA replaces the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and the Superannuation Complaints Tribunal (SCT) and is now the sole EDR body to resolve financial complaints.
Relevant Australian financial firms have an obligation to ASIC to be a member of AFCA as part of their licensing conditions. Being a member of AFCA ensures you meet your ASIC obligations when you are operating as, or applying for an:
AFCA membership is also open to any other entity that wishes to become an AFCA member.
For financial firms, there are benefits to being a member with AFCA.
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.
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 also enhance their network within the industry.
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.
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.
Licensees that apply for membership with AFCA pay a base levy. In future years, your base levy is based on the size of your business. Estimate your future base levies using this calculator [XLS].
Credit representatives pay a one-time $55 application fee at any period throughout the year. Application fees cover AFCA membership to 30 June 2019. Payments are processed through Westpac's PayWay secure server using 128-bit SSL encryption.
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.
Application fees are non-refundable. Base levy fees are refundable if your membership application is not accepted.
For more information about membership with AFCA, please contact our membership team email@example.com or phone 1300 56 55 62.