AFCA is committed to making its service 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).

However, research conducted earlier this year found that community awareness of AFCA is 25%, with one in two Australians unable to name any organisation which could help them with a financial problem or complaint. 

To ensure our service is accessible, AFCA has developed an Awareness and Accessibility Strategy. 

Earlier this year, AFCA released updated guidance on how members should comply with RG 271 by ensuring their customers are aware that they can bring a complaint to AFCA following IDR. 

Over the last year, AFCA has also developed multi-language resources to explain our service and when to contact us. 

As a next step, in October and November, AFCA will be trialling new ways to raise awareness of our service – including trials of radio, social media, and other digital platforms.  

The aim of the trial is 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.