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Australian Financial Complaints Authority Snapshot
Civic & Social ServicesIndustry
Purpose
To provide fair, independent and effective solutions for financial disputes.
Vision
To be a world-class ombudsman service:
Strategy Statement
Working with consumers, small business and industry we will resolve and reduce financial disputes through innovative solutions, education and communication. We will deliver services to the Australian community that are easy to use, free for complainants, efficient, timely and impartial.
Goals
Australian community and government
A fair, ethical and trusted service that influences reform in the financial services sector.
Consumers and small business
An excellent customer experience that meets diverse needs and delivers fair outcomes.
Members
A valued member experience that helps members to improve internal practices to avoid or resolve disputes.
Our people
Highly skilled and engaged people with the tools they need to deliver high-quality outcomes.
Values
Fair and independent
Transparent and accountable
Honest and respectful
Proactive and customer-focused
What our values mean
Fair and independent
We make fair, balanced and considered decisions.
We are evidence-based.
Impartiality underpins all our work.
We ensure all parties are properly heard.
Transparent and accountable
We do what we say and what is right.
We are clear and transparent.
We explain the reasons for our actions.
We are timely, efficient and flexible.
We are trusted and supported to do our jobs and take responsibility for what we do.
Honest and respectful
People are at the heart of everything we do.
We respectfully listen to all views.
We show integrity in all our dealings.
We are professional and treat everyone with dignity.
Proactive and customer-focused
We are outward-facing and proactive.
We use data and experience to influence, inform and look ahead.
We help businesses to improve their customer service and minimise disputes.
Our services are accessible to all.
We actively engage with diverse audiences, including those who may need extra help.
Our strategic focus
Our strategy provides the guiding framework for all our operations, programs and initiatives. It clarifies our purpose and describes our vision of becoming a world-class ombudsman service, improving practices and minimising disputes, meeting diverse community needs and trusted by all.
To deliver on our purpose, we have designed five strategic themes to help us focus on what matters most and ensure we successfully deliver on our strategy.
AFCA’s five strategic themes
Customer service
Efficiency
External engagement
Data and technology
People experience
To provide fair, independent and effective solutions for financial disputes.
Vision
To be a world-class ombudsman service:
Strategy Statement
Working with consumers, small business and industry we will resolve and reduce financial disputes through innovative solutions, education and communication. We will deliver services to the Australian community that are easy to use, free for complainants, efficient, timely and impartial.
Goals
Australian community and government
A fair, ethical and trusted service that influences reform in the financial services sector.
Consumers and small business
An excellent customer experience that meets diverse needs and delivers fair outcomes.
Members
A valued member experience that helps members to improve internal practices to avoid or resolve disputes.
Our people
Highly skilled and engaged people with the tools they need to deliver high-quality outcomes.
Values
Fair and independent
Transparent and accountable
Honest and respectful
Proactive and customer-focused
What our values mean
Fair and independent
We make fair, balanced and considered decisions.
We are evidence-based.
Impartiality underpins all our work.
We ensure all parties are properly heard.
Transparent and accountable
We do what we say and what is right.
We are clear and transparent.
We explain the reasons for our actions.
We are timely, efficient and flexible.
We are trusted and supported to do our jobs and take responsibility for what we do.
Honest and respectful
People are at the heart of everything we do.
We respectfully listen to all views.
We show integrity in all our dealings.
We are professional and treat everyone with dignity.
Proactive and customer-focused
We are outward-facing and proactive.
We use data and experience to influence, inform and look ahead.
We help businesses to improve their customer service and minimise disputes.
Our services are accessible to all.
We actively engage with diverse audiences, including those who may need extra help.
Our strategic focus
Our strategy provides the guiding framework for all our operations, programs and initiatives. It clarifies our purpose and describes our vision of becoming a world-class ombudsman service, improving practices and minimising disputes, meeting diverse community needs and trusted by all.
To deliver on our purpose, we have designed five strategic themes to help us focus on what matters most and ensure we successfully deliver on our strategy.
AFCA’s five strategic themes
Customer service
Efficiency
External engagement
Data and technology
People experience
Joining AFCA means joining an organisation of passionate, intelligent people who are committed to fairness and driving positive change in the financial sector. Our diverse workforce consists of over 1000 team members from Victoria and New South Wales, with expertise in areas such as dispute resolution, finance, insurance, and superannuation.
Established in 2018, AFCA is Australia’s only ombudsman service for the financial services sector. They work with consumers, small businesses, industry, regulators and Government, to raise standards and reduce disputes. help people find fair outcomes problems their bank, insurer, super fund or firm.Established in 2018, AFCA is Australia’s only ombudsman service for the financial services sector. They work with consumers, small businesses, industry, regulators and Government, to raise standards reduce disputes. help people find fair outcomes problems their bank, insurer, super fund or firm.
AFCA's three-year cultural plan aims to enhance Diversity, Inclusion, and Belonging. It includes the creation of the Accessibility and Inclusion Network, an employee-driven initiative focusing on LGBTIQA+, inclusion, and reconciliation. It also reviews key 'moments that matter' for inclusion in the employee journey.
Boasting impressive gender representation, 51% of all leaders at AFCA are women, including 52% of senior leaders and 67% of board members. Our diverse workforce hails from various sectors, including legal, financial services, dispute resolution, and consumer sectors, providing a broad skill set.
With a record-high engagement score of 82%, our People and Culture Strategy emphasizes recruiting top talent and cultivating a culture that ensures consistent service, even amidst rapid change and disruption.
AFCA values work-life balance and flexibility, allowing you to work in a way that fits you and your family. To ensure a strong culture is preserved, our team spend two days in the office, offering a world-class workplace that promotes a thriving culture.
Established in 2018, AFCA is Australia’s only ombudsman service for the financial services sector. They work with consumers, small businesses, industry, regulators and Government, to raise standards and reduce disputes. help people find fair outcomes problems their bank, insurer, super fund or firm.Established in 2018, AFCA is Australia’s only ombudsman service for the financial services sector. They work with consumers, small businesses, industry, regulators and Government, to raise standards reduce disputes. help people find fair outcomes problems their bank, insurer, super fund or firm.
AFCA's three-year cultural plan aims to enhance Diversity, Inclusion, and Belonging. It includes the creation of the Accessibility and Inclusion Network, an employee-driven initiative focusing on LGBTIQA+, inclusion, and reconciliation. It also reviews key 'moments that matter' for inclusion in the employee journey.
Boasting impressive gender representation, 51% of all leaders at AFCA are women, including 52% of senior leaders and 67% of board members. Our diverse workforce hails from various sectors, including legal, financial services, dispute resolution, and consumer sectors, providing a broad skill set.
With a record-high engagement score of 82%, our People and Culture Strategy emphasizes recruiting top talent and cultivating a culture that ensures consistent service, even amidst rapid change and disruption.
AFCA values work-life balance and flexibility, allowing you to work in a way that fits you and your family. To ensure a strong culture is preserved, our team spend two days in the office, offering a world-class workplace that promotes a thriving culture.
