The new consumer portal launched on Monday 17 June 2024
Consumer portal video tutorials
Click each step below to expand the section and view the related tutorial videos:
1. Getting started
2. Complaint management
3. Communication and document sharing
4. Service complaint and feedback
5. Other
Process guides (how-to guides)
- How to add, edit or remove a representative from your complaint - consumer portal guide
- How to accept or decline a final response - consumer portal guide
- How to change or reset your portal password and email address - consumer portal guide
- How to lodge enquiries and feedback - consumer portal guide
- How to log in to the portal using multi-factor authentication - consumer portal guide
- How to provide feedback about AFCA’s service - consumer portal guide
- How to register a new complaint online - consumer portal guide
- How to request additional assistance - consumer portal guide
- How to request an urgent review - consumer portal guide
- How to request removing a document uploaded in error - consumer portal guide
- How to update contact details and communication preferences - consumer portal guide
- How to upload and view information on the portal - consumer portal guide
Get in touch
If you have any questions about the new systems or the implementation period, please contact us:
