AFCA's new portal
This page includes information about AFCA's IT transformation project, key features of the new member portal, learning and training resources, and answers to frequently asked questions.
About the IT Transformation Member portal key features Implementation resources and training Frequently Asked Questions
Known portal issues
While many members have been able to access the new member portal, AFCA is aware of several remaining access and functionality issues. We have published a list of known issues impacting multiple members, their resolution status, and temporary workarounds or actions taken by AFCA.
Guides
Starter guide
This document is a “cheat sheet” to help members get started on AFCA’s member portal, including set up instructions, FAQs, and links to resources.
Process guides (how to guides)
AFCA has published a range of how to guides to explain the different functions and processes of the portal. These guides include step-by-step instructions.
Contacts and role types guide
The new member portal introduces individual accounts and role types to provide the necessary access for each role. AFCA has developed guides explaining the functionality and access rights for each role type, as well as the different portal dashboard views for various roles or role combinations.
Display of member contact information
AFCA has provided an example of where a member contacts information may appear in the portal.
Portal notifications guide
AFCA has created a guide to help members understand the different types of notifications they may receive from AFCA in and outside of the member portal.
Downloading financial complaints data
AFCA has published additional information about the type of data members can export from the member portal, including an example of a .csv file.
Changes to case numbers
From Monday 17 June, case numbers will change. However, existing cases (migrated cases) will still include the unique case reference. This means, members will still be able to search for, and find, existing cases using the same case reference.
FAQs
Account setup and troubleshooting FAQs
AFCA has prepared answers to common day one questions. These will be updated regularly and are sorted by topic.
FAQs
AFCA has prepared answers to a range of frequently asked questions. These will be updated regularly and are sorted by topic.
Video Tutorials
Video tutorials
AFCA has published short video tutorials about key features and functions of the new member portal.
Case handling - Instructor-led training on the new member portal
AFCA recently held instructor-led training with members that use our service most frequently (based on complaint volumes). You can find a recording of the case handling training session below.
Administrative tasks - Instructor-led training on the new member portal
AFCA recently held instructor-led training with members that use our service most frequently (based on complaint volumes). You can find a recording of the administrative tasks training session below.
