Australian Financial Complaints Authority

About AFCA           Apply for membership

 

1800 931 678

Members 1300 56 55 62

[email protected]

GPO Box 3 Melbourne VIC 3001

What is AFCA?
The Australian Financial Complaints Authority or ‘AFCA’ is a new external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. It will be operated by a not-for-profit company limited by guarantee authorised [pdf] by the Minister for Revenue and Financial Services.

AFCA replaces the three existing EDR schemes of the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and Superannuation Complaints Tribunal (SCT) so that consumers have access to a single EDR scheme.

Membership of the company will be required under law or a licence condition of a financial firm. AFCA operations will be financed by contributions made by its members. The scheme will be free to consumers. AFCA will:

  • be the single point of contact for complainants for EDR services;
  • have higher monetary limits;
  • be more accountable to users, including by having an independent assessor to deal with complaints about its handling of disputes; and
  • have rules (terms of reference) to support its dispute resolution functions and legislation in the case of superannuation disputes.

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Who is on the AFCA Board?
The Minister for Revenue and Financial Services has appointed Helen Coonan as the inaugural AFCA chair. The other Board Members are listed below.

AFCA Board

What happens next?
One of the early actions of AFCA will be to consult stakeholders on the proposed AFCA terms of reference (to be known as The Rules) and on an interim funding model for the new scheme.

This website will provide regular information and updates on AFCA, including information about consultation on the AFCA Rules. Information will also be available on the FOS website

If a financial firm has any questions about the transfer of their membership to AFCA or any other questions regarding AFCA commencement, please call us on 1300 565 562 or email [email protected].

Key Dates

AFCA Key Dates