AFCA welcomes ASIC’s first report on internal complaints data

The Australian Financial Complaints Authority (AFCA) says the corporate regulator’s publication today of industry-wide data on internal complaints being received by financial firms provides a fuller picture of the consumer experience. 

AFCA welcomes passing of legislation extending consumer protections to BNPL

The passing of legislation extending the protection of national credit laws to consumers using buy now pay later (BNPL) services has been welcomed by the Australian Financial Complaints Authority (AFCA)

Small business complaints to AFCA up a record 17 per cent

Small business complaints to the Australian Financial Complaints Authority (AFCA) reached a record high in 2023-24, with the national financial ombudsman service also monitoring a rise in financial difficulty complaints amid challenging economic conditions.

AFCA Annual Review shows record complaints, signs of downturn in scams

• AFCA resolved more than 10,000 scams complaints in 2023-24
• 70 per cent of scams complaints were resolved within 60 days
• Monthly average of scams complaints to AFC

AFCA urges stronger industry response after First Nations complaints rise record 25%

The number of complaints lodged by Aboriginal and Torres Strait Islander peoples to Australia’s financial dispute resolution scheme surged by 25 per cent over the past financial year, signalling increased engagement with financial products but also highlighting urgent issues that require attention.

AFCA wins two categories at Australian HR Awards

The Australian Financial Complaints Authority (AFCA) has won two categories at the Australian HR Awards, being named Australian HR Team of the Year and jointly winning Employer of Choice. 

AFCA welcomes Government’s scams prevention framework and single scheme for disputes

AFCA welcomes the Australian Government’s announcement of its intention to establish a Scams Prevention Framework to prevent, detect, and disrupt scams and to enable consumers to seek redress through a dedicated external dispute resolution (EDR) scheme for scam complaints.

Financial complaints rise further 9% to record 105,000 in 2023-24

The Australian Financial Complaints Authority (AFCA) has expressed disappointment at another record year of complaints, after disputes reaching the ombudsman service rose a further 9 per cent to more than 105,000 in 2023-24.

John Pollaers reappointed as Chair of AFCA Board

The AFCA Board is pleased to announce that Professor John Pollaers OAM has been reappointed as the Independent Chair of the Board of the Australian Financial Complaints Authority for a second term of three years.

AFCA Chief Ombudsman named CEO of the Year at LGBTQ+ Inclusion Awards

The Australian Financial Complaints Authority’s (AFCA) Chief Ombudsman and Chief Executive Officer, David Locke, has been named CEO of the Year at the 2024 Australian LGBTQ+ Inclusion Awards.