AFCA has partnered with an external provider to design and build the new integrated IT systems.
Member feedback about pain points and frustrations with our systems and process have been a key input into the design process. These include:
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Portal reliability and navigation
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Inability to see progression of cases and timeframes
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Document, file type and size upload limitations
![](/sites/default/files/2023-03/member-portal-hub-icon-4.png)
Invoices and payment difficulties
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Cumbersome membership administration
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Difficulty in accessing documents
Portal example images
What’s changing?
- Referral will be automated
- Timeframes align with ASIC RG271
- Live notifications of activity on a complaint
- New methods to upload and exchange documents.
- Complaint documents automatically shared with all parties (opt out available in limited circumstances).
What does it mean for members?
- Members will receive new complaints immediately upon lodgement with AFCA
- Cases will require a response by the final day of the maximum IDR/EDR timeframe (no three-day grace period)
- Members will receive automatic complaint updates and correspondence.
- New methods to upload and exchange documents
What’s changing?
- Functionality available in the portal to raise requests as well as view, manage and track open and closed requests
- The portal will become the main communication channel
- Communications automatically associated with specific complaints
What does it mean for members?
- New portal functionality will reduce administration for members and AFCA.
- Members will be corresponding with AFCA primarily through the portal - significantly reducing email communication.
- Improved information security
What’s changing?
- Accounts required for each individual caseworker
- News ways of allocating, tracking, and reporting complaints within the portal
What does it mean for members?
- Members will be required to set up accounts for individual team members, and can assign permissions based on their role
- Each case worker will need to activate their account and use this to manage their cases directly
- Role based ability for a user to view complaints and allocate to individual case workers
- Members who operate as a group with multiple AFCA entities will be able to use a single log in to access cases from multiple entities
What’s changing?
- Custom dashboard reporting on overall complaints profile
- The dashboard will display statuses, required actions and due dates
- Role-based access with dashboards will be available within the member portal
What does it mean for members?
- Enhanced reporting for members to manage caseloads more efficiently
- Members will be able to review all complaint information and milestones to date via dashboards
- Member caseworkers are expected to regularly access the portal to monitor and manage their cases
What’s changing?
- New notifications, requests and methods to manage membership
- Self-service administration i.e. changing contact details
- New finance account role to manage invoices and payments in the portal
- Automated payment receipts
- Invoice and payment history
What does it mean for members?
- Members will be able to view and pay invoices, annual fees, dispute invoices, see the total amount due, and review previous invoices and payments via the portal.
- From April / May 2023 until the new member portal launches, invoices will be sent via email with credit card payment unavailable.
What's changing?
- The new integrated IT systems will improve data collection and analysis.
- New functionality will allow members to group multiple entities in the case management system. This will be used in a future release to group data in the member benchmarking dashboard.
- In response to member feedback, an enhanced version of the determination search will launch on the AFCA website to make finding decisions more user-friendly.
What does it mean for members?
- No changes to data and measures in the current Member Benchmarking Dashboard or AFCA Datacube – providing consistency during the transition to new systems.