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AFCA appoints COO, customer relations head

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The Australian Financial Complaints Authority (AFCA) has appointed Justin Untersteiner as COO, starting in December.

He is currently Assistant Commissioner of Integrated Compliance at the ATO and was previously CFO. AFCA CEO David Locke says Mr Untersteiner is experienced at delivering alternative approaches within complex organisations, including those issues that don’t fit into standard processes.

AFCA also appointed Rob Guest as EGM in Customer Service and Resolution to change how it interacts with consumers.

He will be responsible for delivering its end-to-end customer experience initiatives and transform how consumers and small business engage with and access AFCA.

He was formerly the director of customer experience at Metro Trains where he was responsible for implementing a customer experience strategic plan. He has also worked at Racing Victoria and the Australian Human Resources Institute.

AFCA received more than 66,730 financial complaints in its first 11 months of operation.