AFCA is continuing its work to ensure our service is accessible to everyone, including those that are vulnerable or disadvantaged.   

The AFCA Rules require AFCA to promote awareness of the scheme, including by undertaking outreach to vulnerable and disadvantaged communities (AFCA Rules A.2.1a).  

AFCA has progressed work on its Awareness and Accessibility Strategy. Earlier this year we launched new accessible videos for consumers impacted by natural disasters and those who may need support making a complaint. 

We have further videos about AFCA conciliation conferences and how to provide feedback about AFCA’s service during the dispute resolution process. 

Over the next few months, AFCA will also undertake awareness-raising advertising in the community, which will include radio, social media, and other digital platforms.   

This small-scale targeted campaign aims to communicate what AFCA does and when it is appropriate to lodge a complaint, so that complainants know to contact their financial firm first before coming to AFCA.  

For more on how members can ensure complainants are aware of AFCA visit the AFCA website. 

Recently published videos: 

Natural disasters and financial complaints  

Support available when making a complaint to AFCA  

About AFCA conciliations  

How to give feedback on the service you've received from AFCA