Member Portal resources
For resources like guides, videos, and FAQs about the member portal, click 'Learn more' below.
AFCA has a range of resources to help you understand and navigate its complaint resolution process, jurisdiction and approach.
New member portal process guides (how-to guides)
- How to access invoices and manage payments - member portal guide
- How to access the member dashboard - member portal guide
- How to add or amend a business activity - member portal guide
- How to add, remove or amend a contact on a membership - member portal guide
- How to add, remove or transfer the ownership of a superannuation fund - member portal guide
- How to apply for AFCA membership (ACR and Licensee) - member portal guide
- How to assign or re-assign a member contact to a complaint - member portal guide
- How to attach or end an ACR association - member portal guide
- How to create a jurisdiction review request - member portal guide
- How to find and allocate systemic issue and reportable matter cases - member portal guide
- How to lodge a business name change - member portal guide
- How to lodge an invoice dispute - member portal guide
- How to manage and provide a final response - member portal guide
- How to manage head member changes - member portal guide
- How to raise a cancellation request - member portal guide
- How to request a membership liquidation or insolvency change - member portal guide
- How to request a Transfer of Liability - member portal guide
- How to request a Transfer of Ownership - member portal guide
Process and Jurisdiction
- AFCA's Rules
- AFCA's Operational Guidelines
- AFCA transitional superannuation guide (PDF)
- Guideline to information and document requests (PDF)
- Complaint process map (PDF)
- Transitional complaint approach (PDF)
Member guides
- Member data validation guide (PDF)
- EDR response guides
- Accessibility guides
- Guide to annual assessment (PDF)
- Annual assessment FAQs (PDF)
- Superannuation FAQs (PDF)
- Issues Glossary (PDF)
- Product Glossary (PDF)
- Top 10 tips for getting financial advice right
- Complaint fee guide
- Paid representatives guide: providing information to AFCA
Member factsheets
- Account closure complaints (PDF)
- Funding model
- Previous funding model
- Home insurance claim delays and COVID-19
- Insurance in Superannuation (PDF)
- Trust deed (PDF)
- Information for paid representatives
Systemic issues member resources
- About systemic issues
- Member response guide
- Guide to systemic issues
- Systemic issues process factsheet
Tools and forms
Contact lists
Additional publications
- Approach documents explain how we reach decisions about key issues involving certain topics.
- Fact sheets on topics including systemic issues, superannuation, natural disasters, managing financial advice and more.
- Brochures on topics such as our complaint resolution process, financial difficulty and conciliation conferences.
- Annual review covers AFCA's operations and complaint data for the past financial year.
- The Datacube displays data about financial firms with four or more complaints, this includes the number of complaints received, the service and products involved, and how complaints progressed through the resolution process.
- AFCA logo pack explains how to use the AFCA logo to inform your customers of their right to complain to us.
Feedback about AFCA's service
Member videos
Watch: AFCA Rules Assessment
Watch: AFCA Conciliation
Find out more about conciliation and other processes we follow here.
You can also find conciliation best practice guidance here.
Watch: About the Independent Assessor
Watch: About systemic issues
