Member portal
We have dedicated resources and FAQs about the member portal on this page.
Membership
What does it cost to become a member?
All members will pay a single application fee when they apply for AFCA membership. This fee is charged at the time of application and covers AFCA membership until 31 July.
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) Image
 Image
|
||
|
Licensees Includes application fee and base levy |
1/06/24 - 30/09/24 |
$388.69 |
$395.49 |
|
1/10/24 - 31/12/24 |
$291.52 |
$296.62 |
|
|
1/1/25 - 31/3/25 |
$194.35 |
$197.75 |
|
|
1/4/25 - 01/06/25 |
$97.17 |
$98.87 |
|
|
Credit representatives |
1/06/24 - 31/5/25 |
$68.29 |
$69.49 |
How long does it take to process my membership application?
We process membership applications every Friday. Applications received prior to 8am Friday will be processed and approved that week. Applications received after 8am Friday will be processed and approved the following week.
Once your membership has been accepted, we will send you an email to confirm and provide you with a membership number.
How do I obtain a copy of my membership certificate?
Members can download their membership certificate through the member portal. Please refer to this guide for more information.
How can I update my contact details?
The easiest way to update your contact details is via the member portal. Registered member contacts can log in to the member portal at any time, from any location and update their contact details.
How do I withdraw my membership?
Authorised member contacts can ask to cancel their membership by submitting a request in the member portal.
How can I process a name change for my membership?
Name changes can be made by submitting a request in the member portal. Please attach an ASIC Name Change Certificate so we can verify the change.
How do I let customers know about AFCA?
Guidance on how you can tell your customers about AFCA, including some suggested wording, can be found on the telling your customers about AFCA page on our website.
Can I use the AFCA logo on my website/publications?
Members may use our logo to advise customers of their right to contact AFCA.
Fees and invoicing
How are AFCA fees and charges calculated?
Information on how fees and charges are calculated can be found here. Please email accounts@afca.org.au if you need more information.
What payment methods are available for renewal of membership?
Payment can be made via credit card, bank transfer or Bpay. AFCA does not offer direct debit.
Was my renewal invoice uploaded to the member portal?
No. Renewal invoices for FY 24/25 were not uploaded to the portal. They were emailed to billing contacts. If you cannot locate your original invoice, please email accounts@afca.org.au.
How will I access my certificate after paying the renewal invoice?
Certificates are available in the member portal under the 'certificates' tab.
Why is my certificate available in the portal when I haven't paid my renewal invoice?
Certificates are available to all active members. If the renewal invoice for your membership is unpaid, failure to make payment may lead to expulsion.
Cancelling membership
How do I cancel my AFCA membership?
To cancel your AFCA membership, please submit a request through the member portal or email membership@afca.org.au.
Please ensure you quote the applicable membership number in your email.
If a cancellation request is not received by this date, the renewal fee will be charged and is payable.
When I request cancellation, is my membership immediately ceased or is there a notice period?
Please note all withdrawing members are required to serve a 12-month notice period as stated in the AFCA constitution. This commences from the time your request is received.
The 12-month notice period allows customers to lodge a complaint in relation to prior financial services provided.
At the end of this 12-month period, your membership will automatically cancel. You do not need to take any further action.
What about fees?
Please note members are to finalise any outstanding fees on their account.
What happens if a complaint is lodged within the 12-month notice period?
Members will be required to handle any complaints lodged within the 12-month notice period.
Applicable complaint handling fees will apply.
If I cancel my membership, do I get a refund?
Application fees are non-refundable.
What if I cancel my membership before it expires, do I get a partial refund?
No. We do not offer partial refunds.
Complaint resolution process
How does AFCA work out if it can deal with specific complaints, such as whether a complaint is within its jurisdiction?
The AFCA Rules set out the types of complaints we can consider. The Rules were developed through extensive stakeholder consultation and have been approved by the Australian Securities & Investments Commission (ASIC).
The Operational Guidelines to the Rules give more detail about how we apply these rules.
You can read our Rules and Operational Guidelines on the rules and guidelines page on our website.
Can I take enforcement action or any further steps in current legal proceedings against a consumer if they have lodged a complaint with AFCA?
No. As a member, you are bound by the AFCA Rules, which prohibit a financial firm from:
- commencing legal proceedings against the consumer relating to any aspect of the lodged complaint
- pursuing legal proceedings relating to debt recovery instituted prior to the consumer lodging the complaint with AFCA, provided the consumer has not taken a step beyond lodging a defence or a defence and counter claim. Attending a directions hearing is not considered to be a step for the purposes of the Rules
- taking any action to recover a debt (the subject of the complaint), protect any assets securing that debt, or assign any right to recover that debt while AFCA is dealing with the complaint.
An exception to these prohibitions is where we agree in writing to a financial firm taking legal proceedings or enforcement action. This will only occur in limited circumstances, such as where it is necessary to preserve property (the subject of a complaint) or where a limitation period is about to expire.
What is the process AFCA follows when managing complaints?
We encourage financial firms to resolve consumer complaints directly, using their internal dispute resolution processes. If this can’t be achieved, then we follow the process outlined in the complaint process map.
For more information please refer to ‘The process we follow’ page on our website.
When a consumer lodges a complaint with AFCA about me, what information do I need to provide?
The best approach is for members to be comprehensive in what they provide. This means providing all relevant contracts, account statements, policy documents, diary notes and dates, reports, emails, analysis, expert opinions, plans, notes, statements from staff (if applicable) and other documents.
We have developed EDR response guides for some complaint types, which outline how to provide a response to AFCA. Please refer to the member resources page for more information.
I’ve had a complaint lodged about me and I’ve provided you with all the information I have. What happens next?
At this stage we will:
- tell you and the consumer about our process and the next steps we plan to take
- give you and the consumer an opportunity to present your views to us
- give appropriate opportunities for you and the consumer to provide further information and documentation to support your case.
Can members ask for an extension to resolve a complaint?
Both members and consumers can ask us for extensions of time in which to respond to the complaint, if there are special circumstances that prevent them from responding within our requested timeframes. However, in the interests of faster complaint resolution, we grant extensions as the exception rather than the rule.
When would a decision be made by an Ombudsman and when would it be made by a Panel?
If a complaint cannot be resolved during the early stages of our process and requires a formal written Determination, we will decide whether a single Ombudsman or a Panel will determine the complaint. How we decide this takes several factors into account, including the type and complexity of the complaint and the type of expertise required to consider the issues.
What do I do if AFCA issues a Determination that requires me to take some action?
If the consumer formally accepts the Determination within 30 days of receiving it, it is the member’s responsibility to take the actions stipulated in the Determination.
How can I find out how AFCA has resolved similar complaints?
If we can’t resolve a complaint through negotiation or conciliation, we may make a written decision. All of our decisions are based on what is fair in all the circumstances, taking into account the law, any applicable industry codes of practice, and good industry practice.
We have created a series of approach documents that explain how we reach decisions about key issues. Please refer to our Approach documents on our website.
Sharing feedback
Do members have the opportunity to comment on the way AFCA operates?
We encourage and value member input on matters such as changes to our Rules, submissions to our Independent Reviews and feedback on our approach to complaints. Also, all members have a vote at annual general meetings.
Can members lodge a complaint about AFCA’s service?
If you lodge a complaint about our service, we will investigate and consider the concerns you have raised and respond to them.
If your complaint requires further action, we will work with you to find an appropriate solution.
Complaints about our service must be lodged within six months of the related financial firm complaint being closed.
You can find out more in our service complaints and feedback policy and procedure.
