In November 2018, AFCA was established as Australia's new one-stop-shop for financial complaints. The legislation which established AFCA, included a requirement of an independent review of AFCA following two years of operation.

In 2021, AFCA was pleased to take part in the Independent Review of its functions and performance, and received the review's report in November 2021.

The report confirms that “AFCA is performing well in a difficult operating environment and a changing regulatory landscape” and reaffirms AFCA’s impartiality and its fairness jurisdiction, acknowledging that this approach underpins the body’s “critical” role as an efficient alternative to a tribunal or court for consumers, small businesses and financial firms.

AFCA is now working to respond to each of these recommendations through existing work and new initiatives. Progress on each recommendation can be tracked on the independent review dashboard.

 

Read the review report

 

Previous updates

Sorry, we’re currently offline.

Would you like to end your chat with AFCA?

Please bear in mind that your conversation will not be saved.

AFCA chat service terms and conditions

Welcome to our live chat help service.

Please be advised we cannot provide you with financial or legal advice. However, we may be able to refer you to a community legal centre or financial counselling service if you need help.

Our live chat is operated by Genesys Cloud on behalf of AFCA. Any personal information provided in this chat will be captured by both organisations in accordance with their privacy policies, available at www.afca.org.au/privacy and www.genesys.com/company/legal/privacy-policy

Offline

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Please enter your details to start your chat with an AFCA representative.

Please enter your name
Please enter a valid email address
Please enter a valid phone number

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Welcome to our live chat help service.

An agent should be with you shortly.