AFCA welcomes moves to track dispute resolution within financial firms


NOTE: This article is older than 12 months

The Australian Financial Complaints Authority (AFCA) has welcomed ASIC's announcement of a raft of measures to strengthen the complaints handling process within financial firms.

ASIC has today announced its intention to require financial companies to supply standardised data on their internal process for handling customer complaints. ASIC has signaled its intention to publish this information, naming the firms and their performance.

AFCA Chief Ombudsman and CEO David Locke welcomed the proposed changes, "Increased transparency is good news" he said.

"It will help firms to continuously improve, and that will be good for the firms and their customers alike.

"We also welcome the idea of requiring firms to provide a standard set of data – this will help companies know how they compare to their competitors and help to inform consumers about the companies they're dealing with.

"In this digital age, the move by ASIC to require firms to include complaints made on social media platforms, is entirely appropriate" he said.

Noting that ASIC is consulting with industry about the proposed changes, Mr Locke observed the timeliness of the process and the proposed regulatory changes.

"ASIC's aim to match dispute resolution data with AFCA data will provide a robust and accountable way to make sure the system is fully transparent."

About AFCA

  • The Australian Financial Complaints Authority (AFCA) is an independent non-government organisation that provides a free, fair and independent dispute resolution scheme.
  • AFCA considers complaints consumers and small businesses have about financial products and services.
  • Consumers and small businesses can lodge a complaint with AFCA online at, via email to or by phoning 1800 931 678.
Australian Government Business Business & Economy Law & Safety Money & Finance

Australian Financial Complaints Authority (AFCA) :
GPO Box 3 Melbourne VIC 3001, Australia Wide
1800 931 678
Australian Financial Complaints Authority (AFCA)

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