In early 2021, AFCA appointed PwC to undertake a review of its previous funding model and develop a new model that would be fit-for-purpose, sustainable, and fair to AFCA members. 

In developing the new model, AFCA and PwC took AFCA member feedback into account and considered the key findings and recommendations of the recently published AFCA Independent Review – with a particular focus on a “user-pays” approach that reduces the burden on smaller members and those industries who are not heavy users of AFCA, minimising cross subsidisation across sectors, and supporting firms to better forecast and budget for complaints.

This page includes information about the new funding model, its key features, fee structure and frequently asked questions.

Key features

Learn more about the model, including information about the user charge and simplified fee structure.

Read more

User charge guide

AFCA has published a guide about the user charge, including information about how it is calculated.

User charge guide

Frequently Asked Questions

Answers to Frequently Asked Questions (FAQs) about the funding model, including information about the model design and fee schedule. 

Frequently Asked Questions

Consultation report

From 10 March to 22 April 2022, AFCA invited members, industry bodies and other stakeholders to submit feedback and questions to its funding model consultation.

Read the consultation report here

Sorry, we’re currently offline.

Would you like to end your chat with AFCA?

Please bear in mind that your conversation will not be saved.

AFCA chat service terms and conditions

Welcome to our live chat help service.

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.

Our live chat is operated by Genesys Cloud on behalf of AFCA. Any personal information provided in this chat will be captured by both organisations in accordance with their privacy policies, available at www.afca.org.au/privacy and www.genesys.com/company/legal/privacy-policy

Offline

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Please enter your details to start your chat with an AFCA representative.

Please enter your name
Please enter a valid email address
Please enter a valid phone number

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Welcome to our live chat help service.

An agent should be with you shortly.