AFCA has updated its processes regarding how it handles complaints that arise from remediation programs (or post-remediation complaints). As part of our ongoing commitment to efficiency and improved stakeholder experience, this update removes complexity in the overall complaint resolution process and provides increased opportunity for early resolution of post-remediation complaints.  

Previously AFCA had a different process for these complaints, that saw complaints progress straight to Determination if they were not resolved early. From now on, the usual complaint process will apply, including all current dispute resolution methods available, such as conciliation conferences and issue of preliminary views. 

Your experience working with AFCA on post-remediation complaints won’t change. You can expect the same level of support and collaboration in working with AFCA on these complaints.  

If you become aware that a complaint arising from a remediation program has flowed through to AFCA, we ask that you let us know at the earliest opportunity. There are important jurisdictional implications related to these complaints, so it is helpful if we are all aware that a complaint relates to a remediation program early in the process.