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. AFCA has commenced or progressed work on 9 of the 14 recommendations.

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.

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March 2022 Update

Work is underway to respond to the review's recommendations across the whole of AFCA. This includes using the review to inform and focus the aims of our existing projects such as the AFCA funding model, IT transformation and fairness jurisdiction project.

Funding model

After consulting with members, industry and other stakeholders, AFCA finalised its new funding model. The new model will come into effect on 1 July 2022.

The AFCA Independent Review, member feedback, and the Ramsay Review of the Financial System EDR and Complaints Framework, have all influenced the model’s development.

The new model has been designed to be efficient, sustainable, responsive and support early resolution of complaints. 

The new model addresses recommendation 7 and 8 of the AFCA Independent Review by ensuring firms are not disincentivised from defending complaints and making AFCA's fees more transparent and easy to understand.

For more information visit the AFCA funding model page.

IT transformation

Since the Independent Review report was published, AFCA has launched a new benchmarking dashboard for members to access real-time data about their complaint performance and compare it with the performance of similar financial firms.

This is just the first in a series of system launches and upgrades to benefit members, complainants and AFCA staff. Future launches include a redesigned member portal, new consumer portal, and upgraded complaint management system.

The IT transformation supports recommendations related to timeliness, efficiency, and transparency by allowing AFCA to use data, analytics, and automation to improve processes and provide insights on complaints and how they progress though AFCA’s process.

AFCA fairness jurisdiction project

The AFCA Fairness Jurisdiction outcomes report summarises AFCA's jurisdiction and provides information on how AFCA ensures it is applied consistently and in a way that is fair for members and complainants.

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Recommendations dashboard

Select one or more checkboxes to filter recommendations. Each recommendation is labelled depending on whether AFCA's response is through "existing work" or a "new project". Click each recommendation to learn more or view all projects here.

 

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: On track for completion in 2023

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: On track for completion in 2022

Existing work underway

7. Ensuring funding model design does not disincentivise firms from defending complaints

Status: On track for completion in 2022

Existing work underway

8. Improving transparency of AFCA fees and the services and activities they fund

Status: On track for completion in 2022

Existing work underway

12. Systemic issues that have been referred to ASIC or another regulator

Status: On track for completion in 2022

Existing work underway

13. Improving transparency of systemic issues in public reporting

Status: On track for completion in 2022

Existing work underway

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