AFCA is Australia's free external dispute resolution scheme for financial products and services — banks, insurance, superannuation, investments, and credit. It can award binding compensation up to A$1.085 million.
The Australian Financial Complaints Authority is an external dispute resolution (EDR) scheme approved by ASIC under the Corporations Act 2001. It is the mandatory forum for resolving disputes between consumers and financial service providers — banks, insurers, superannuation funds, credit providers, financial advisers, and payment systems. AFCA handles: disputes about banking (fees, errors, debits); credit contracts (home loans, car loans, credit cards); insurance claims (home, health, life, travel); superannuation fund decisions; investment advice and managed funds; and financial adviser conduct. Key points: membership in AFCA is mandatory for all licensed financial service providers. For consumers, AFCA is free to use. AFCA's decisions are binding on the financial firm (not the consumer) up to specified monetary limits — for most retail disputes, up to A$1.085 million in compensation. Before going to AFCA, you should first complain to the financial firm's internal dispute resolution team and give them up to 30 days to respond. If unresolved, you may file with AFCA.
A bank wrongly dishonours a customer's mortgage payment, triggering default fees and a credit mark. The customer complains to the bank's complaints team; unresolved, she goes to AFCA. AFCA finds in her favour and orders the bank to reverse the default, waive fees, and pay A$3,000 compensation for distress.
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