AFCA has multiple projects underway to enhance our dispute resolution service and improve the experience for members and complainants.
Since the Independent Review report was released, AFCA has used the findings as key inputs into our existing projects to further strengthen their outputs and allow us to effectively respond to the review.
This page includes the latest project update, as well as a summary of all the recommendations and AFCA's response.
For more information on the Independent Review process and final report visit the about the Independent Review page.

March 2023 Update
March 2023 Update
AFCA has continued work in response to the Independent Review making progress across 12 recommendations, with work complete on four of these.
Consultation on AFCA’s Rules and Operational Guidelines
AFCA is consulting on proposed changes to its Rules and Operational Guidelines, from 27 March to 22 May 2023.
The proposed changes have been developed to address recommendations made in the Independent Review, with some additional changes to help ensure our Rules and Operational Guidelines remain accurate, up-to-date and provide clearer guidance about AFCA’s jurisdiction and processes. Due to dependencies on these changes, we have also revised completion dates for recommendations 4, 6 and 9 to 2024.
AFCA welcomes feedback and invites all stakeholders to make a submission to its Rules and Operational Guidelines consultation. Please note submissions or feedback should be provided by Monday 22 May 2023.
You can find further details about the consultation, including the consultation paper and details on how to provide a submission, on the Rules and OGs Consultation website.
1. Dealing with further issues raised during the complaint process
Status: On track for completion in 2024
New project
2. Ensuring all AFCA decisions consider what is fair in all circumstances
Status: On track for completion in 2023
Existing work underway
3. Not advocating or acting in a manner that compromises impartiality
Status: On track for completion in 2024
Existing work underway
4. Addressing poor conduct by some paid advocates
Status: Revised for completion in 2024
Existing work underway
5. Improving transparency of timeliness and better managing timeliness expectations
Status: On track for completion in 2024
Existing work underway
6. Complaints from sophisticated or professional investors
Status: Revised for completion in 2024
Existing work underway
7. Ensuring funding model design does not disincentivise firms from defending complaints
Status: Completed in 2022
Existing work
8. Improving transparency of AFCA fees and the services and activities they fund
Status: Completed in 2022
Existing work
9. Enhancing visibility, accessibility and independence of the forward-looking review mechanism
Status: Revised for completion in 2024
New project
10. Improving visibility of the Independent Assessor to all parties to a complaint
Status: Completed in 2022
New project
11. Consulting on AFCA Approaches prior to finalisation to identify unintended consequences
Status: On track for completion in 2023
New project
12. Systemic issues that have been referred to ASIC or another regulator
Status: Revised for completion in 2023
Existing work underway
13. Improving transparency of systemic issues in public reporting
Status: Completed in 2022
Existing work underway
14. Amending legislation to no longer require authorised credit representatives to be AFCA members
Status: Legislative change required
New project