Information for journalists

What is AFCA?

The Australian Financial Complaints Authority (AFCA) helps individuals and small businesses to resolve complaints about financial products and services. It is a free, independent and impartial service.

All Australian financial services licensees, Australian credit licensees, authorised credit representatives and superannuation trustees are required to be a member of AFCA under their financial services licence conditions. Some other financial firms are voluntary members.

Individuals and small businesses who have an unresolved complaint with a financial firm can lodge a complaint if the financial firm is a member of the AFCA dispute resolution scheme.

Check whether a financial firm is a member

What we do

AFCA can look at complaints about:

  • banking and finance
  • insurance
  • investments and financial advice
  • superannuation.

Find out more about the sorts of complaints we consider

Need to know

AFCA is not a government agency or regulator. It is an independent external dispute resolution – or ombudsman – service.

Our process

Under its Rules, AFCA must do what is fair in all the circumstances, and have regard to:

  • legal principles
  • applicable industry codes or guidance
  • good industry practice
  • previous relevant determinations of AFCA or predecessor schemes.

We first try to help the parties resolve a complaint through negotiation or conciliation. Next, AFCA can provide a preliminary assessment about the merits of a complaint.

If there is still no resolution, the final step is for AFCA to make a binding decision (also known as a determination).

Find out more about our process 

Search published decisions

Need to know

Our decisions name financial firms, but we do not identify complainants – so we cannot share such details with you.

Publicly available data

You can access publicly available data on complaints via the AFCA Datacube. This provides figures for complaints ‘at a glance’, and can be filtered by location, product or individual firm.

Visit the AFCA Datacube

View reports and statistics

Need to know

Please note the Datacube displays information about firms with four or more complaints only, not all complaints. The data is updated every six months.

Please contact the media office with any other data requests.

Help your audience

We very much appreciate it when journalists help make people aware of AFCA. Where appropriate, you might like to use wording along these lines:

If you haven’t been able to resolve a complaint directly with your financial firm, you can contact the Australian Financial Complaints Authority on 1800 931 678.  AFCA offers a free and independent dispute resolution service.

Contact us

To make a complaint

1800 931 678 (free call)
info@afca.org.au 

For media enquiries

0466 929 659
media@afca.org.au

Subscribe to media releases

Contact the media team

Connect with us

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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.

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