AFCA is taking action in response to recommendation 10 of the Independent Review, which recommended increasing the visibility of AFCA's Independent Assessor function.

We have made a number of recent enhancements to information and resources about the Independent Assessor on our website. We also improved resources relating to our process for dealing with complaints and feedback about our service more generally. Updated and improved resources are now available on the AFCA website.
 
AFCA’s Independent Assessor is appointed by the AFCA Board to independently investigate complaints about AFCA’s service after they have been through AFCA’s service complaints process. The Independent Assessor function is available to both complainants and financial firm members of AFCA. 
 
We have made several improvements to improve the awareness, visibility and accessibility of information about AFCA’s Independent Assessor and our service complaints and feedback process. These include: 

• Updated website information on how AFCA handles feedback and complaints about our service. 
• Updated website information on the Independent Assessor, with additional information on steps to follow when lodging a complaint with the Independent Assessor, as well as updated Frequently Asked Questions. 
• Improved accessibility of the complaints and feedback and Independent Assessor webpages to make it easier to lodge a complaint about our service.  

AFCA will also publish a new member video about the Independent Assessor and our service complaints and feedback process later this year. 

The updated resources, including AFCA’s online feedback form, can be found on the member resources page of the Member Portal (Secure Services), and on our website.  

Members that wish to provide us with feedback or have a complaint about our service when handling a financial firm complaint can talk to their case manager or complete the AFCA online feedback form.

Find out more about AFCA’s service complaint and feedback procedure here.

Find out more about the Independent Assessor here.

Find out more about the AFCA’s progress in responding to the Independent Review recommendations here.