Important information · Draft
Complaints Process
This unapproved framework shows the information AFC must confirm before publishing a formal complaints process.
Proposed internal process
Replace these drafting instructions with the approved process, channels and timeframes before launch.
Step 1
Tell AFC what happened
Provide your name, preferred contact details, a clear description of the concern, relevant dates and the outcome you are seeking. Do not send passwords, complete account details or identity documents through an unsecured channel.
Step 2
Acknowledgement and review
Insert AFC’s approved acknowledgement time, person responsible, accessibility assistance and process for gathering further information. Explain how progress updates will be provided.
Step 3
Written outcome and next options
Insert the applicable response time, the information included in a final response, available internal review, and verified external escalation options. Different obligations may apply depending on the service and responsible entity.
If the concern involves an introduced provider
Confirm whether the concern relates to AFC’s introduction process or to a third-party provider’s advice, product or service. The provider may have its own complaints process and may be the responsible entity. AFC’s approved procedure should explain how the complaint will be directed and how the person will be kept informed.
External review applicability
Australian Financial Complaints Authority membership, scheme details, eligibility, time limits and current contact information must be verified before publication. Include AFCA information only where it applies to the responsible entity and complaint.
How complaint information is handled must align with the approved Privacy Policy. Licensing and referral information belongs in the Website Disclosure.