AFCA is introducing changes to our Recommendation and Determination documents to clearly summarise our decisions and demonstrate how an outcome is fair.

AFCA has added a dedicated "why is the outcome fair?" section for all non-superannuation complaints to summarise our approach to the specific details of the complaint alongside legal principles, applicable industry codes or guidance, good industry practice, and previous determinations. For superannuation determinations, there will be a “is the trustee decision fair and reasonable?” section.

The changes also include more information about our jurisdiction and process, as well as formatting changes. 

Members may receive determinations in the old style while we transition to the new format.