The Australian Financial Complaints Authority says it has completed a three-year program to deliver on 13 recommendations made in an independent review of its operations. 

The dispute authority says outcomes include additional guidance on how it approaches complaints, greater transparency around the role of its independent assessors, a new case management portal and an investigation into systemic issues identified by the Australian Securities and Investments Commission. 

AFCA deputy chief ombudsman June Smith, who led the program, says the 2021 recommendations were a “catalyst for change, enhancing our service delivery while fostering collaboration and innovation. This is a story of how AFCA has matured as an organisation, building the infrastructure needed to continue meeting the evolving needs of our stakeholders.”

As part of the program, the authority commissioned a review of its decision-making, which confirmed its “commitment to fairness and impartiality”. 

Dr Smith says the authority will now work to meet three-year strategic priorities that include “a focus on service excellence, greater efficiency in our process to reduce delay and ensuring equity of access for all parties to our service”.