AFCA records how financial firms perform when we refer complaints back to them and then no response is provided at registration to either the complainant or AFCA. This information is reported as the “non-response” rate in the AFCA Datacube.

From 1 July 2020, AFCA will also record non-response instances where financial firms respond to AFCA but do not outline their position or provide us with core documents. Responses without this information do not help resolve complaints with the consumer and don’t provide any information for AFCA to start an investigation.

The change in how AFCA records non-responses will provide a more complete picture of how members are taking steps to resolve complaints. Members can access a range of resources on how to respond through the member portal.