The Australian Financial Complaints Authority (AFCA) has launched its Diversity, Inclusion and Belonging Strategy and Action Plan outlining the actions it will take over the next three years to work towards its vision of being a diverse and inclusive workplace where all people feel they belong. 

AFCA Chief Ombudsman and CEO David Locke said in order to achieve its vision of being a world-class ombudsman service, AFCA needs to ensure it has genuine inclusion and accessibility for all its employees and customers. 

“AFCA plays an important role in the community. A renewed commitment to diversity and inclusion enables us to deliver better, fairer, more equitable and human-centred experiences for complainants and financial firms.” 

The strategy outlines key activities across four pillars of work: Inclusive Systems and Processes, Leadership Capability, Diverse Thinking Teams, and Governance and Accountability.  

The Strategy and Action Plan complements AFCA’s Reflect Reconciliation Action Plan, launched in December 2022, and its Accessibility Strategy, which ensures we are listening to our diverse stakeholders and taking their expertise and insights into consideration and continuously improving the accessibility of our service. 

Find out more about AFCA’s Diversity, Inclusion and Belonging Strategy here.

Published: 12 May 2023

Media enquiries media@afca.org.au

About AFCA

The Australian Financial Complaints Authority (AFCA) is a non-government ombudsman service providing free, fair and independent help with financial disputes. It is a one-stop-shop for consumers and small businesses who have a dispute with their financial firm, over things such as banking, credit, insurance, advice, investments or superannuation. Where an agreement cannot be reached between parties, AFCA can issue decisions that are binding on financial firms.