The Australian Financial Complaints Authority (AFCA) has published its annual Approach document schedule for financial year 2024-2025 following external consultation in June. This is accompanied by a consultation feedback report, which outlines the consultation process and how we responded to stakeholder feedback. 

AFCA Approach documents support consumers, small businesses and financial firms’ understanding of AFCA’s approach to certain issues and how it reaches decisions. The Approach documents provide practical information on how AFCA will assess and determine complaints and enhance AFCA’s transparency, consistency, and efficiency. 

AFCA is committed to developing new or updating existing Approach documents and consulting with relevant stakeholders, including member firms, industry groups, consumer groups, and government regulators. 

AFCA will publicly consult on Approaches and provide feedback about the outcomes of the consultation process. Consultations will scale according to breadth, impact and urgency of issues being considered. 

Visit AFCA’s consultation page to learn about future, current and past consultations.