Details

Temporary workaround / actions taken by AFCA

Resolution status

Users are receiving multiple portal notifications at various stages of the process.

We have identified a bug where notifications are triggered by case activity that were not intended, such as when the request status is changed.

Notifications should only be sent when a response is submitted.

AFCA will fix the identified bug in an early August release.

We are investigating any other circumstances where portal notifications are sent unnecessarily during the complaint resolution process.

Since migrating our data, some complainants have experienced issues searching for financial firm trading names and aliases when lodging a complaint using the online complaint form. 

The issue has been resolved on the AFCA website but remains an issue when lodging a complaint in the consumer portal.

To change your password, click "Forgot your password?" on the AFCA member portal log in window, then enter your email address and click "Send verification code".

Input the verification code received via email and click verify code. A new window will then appear confirming email address has been verified. You must then input your email address and click "Continue", please do not click "Change e-mail".

The system will send another verification code, verify it in the same way and click "Continue". You will then be prompted to enter a new password.

AFCA is aware of this defect and working to resolve it.

In the meantime, to access the 'Contacts' section of the portal, scroll to the bottom of the page (blue banner section) and click 'Contact management'.

The new member portal introduces individual accounts and role types to give each person the level of access they need to do their job.

Different roles have different levels of access to cases and other information. Roles such as Administrator, EDR Manager, and Team Manager have access to view all complaints and the ability to assign cases to case workers. Case workers can only view the cases assigned to them.

It may be that your role type does not give you permission to access certain parts of the portal.

First, talk to the person in your organisation who administers your membership account to understand what role type you have been allocated.

If you need to change your role type and permissions, ask your admin contact. You can refer to the contacts and role types guide to learn more about role type access and permissions.

If your admin contact has tried to change your role type and you continue to have an issue, please email membership@afca.org.au with screenshots and details of what screen/page you are trying to view and why, and the email address used for the account.

Hold down “control” on the keyboard and select multiple documents. The portal will upload all highlighted/selected documents.

If you want to edit the properties/descriptions of the documents, you can do this by clicking the drop-down arrow on the right-hand-side and select “edit”. This will allow you to edit the properties for each document and change the name and classify the documents.

To download your AFCA membership certificate, log in to the member portal.

You need select the applicable membership from the landing page before you can access any membership functions, including certificates. If you try to locate or download a certificate from the landing page, it will appear as “access denied”.

Once you have clicked through to the membership page, select ‘Certificates’ on the right-hand side of the navigation bar. Then select “Download Certificate”.

It may be that the document name includes a special character not supported by the portal.

Try to convert the document(s) you wish to upload to a .zip file. Then, attempt to upload the .zip file to the portal.

If this does not work, you can email documents to AFCA. If the complaint is at the Registration stage, you can email info@afca.org.au. If the complaint is at Case Management or beyond, you can email your AFCA case worker directly.

To avoid this issue, do not assign cases to contacts from multiple internal browser tabs/windows.

You should also refresh the page to show any changes made by other users.

If multiple contacts have permission to assign cases, make sure to coordinate this internally with these users.

Where this has already occurred, impacted members cannot amend this from the portal. Please raise a 'Membership request' in the portal, and AFCA will amend each case manually.

Please refer to the due date listed in the portal – either in the list of Case Requests or the specific view of requests within a case.

Do not refer to due dates in PDFs. Due dates in some PDFs are incorrect.

It may be that your role type does not give you permission to access certain parts of the portal. 

First, talk to the person in your organisation who administers your membership account to understand what role type you have been allocated.

If you need to change your role type and permissions, ask your admin contact. You can refer to the contacts and role types guide to learn more about role type access and permissions. 

If your admin contact has tried to change your role type and you continue to see ‘Access denied’, please email membership@afca.org.au with screenshots and details of what screen/page you are trying to view and why, and the email address used for the account.