The Australian Financial Complaints Authority (AFCA) has set up a support hotline to ensure priority service is provided for those impacted by the COVID-19 pandemic.

AFCA has also introduced an online information hub to provide the latest information for consumers and small businesses. The hotline number is 1800 337 444 while the hub can be accessed here.

AFCA activated a “significant event” response plan to identify and fast-track complaints related to COVID-19 after the Insurance Council of Australia declared the coronavirus an insurance catastrophe on March 11.

Chief Ombudsman David Locke says AFCA will support government and banking sector initiatives that assist small businesses and consumers to withstand the unprecedented challenges posed by COVID-19.

“Strong and effective action is required to deal with these challenges,” Mr Locke said. “We will take into account the unprecedented circumstances that financial firms are currently operating in when considering any complaints that may arise, as well as any revised regulatory standards or guidance that may apply.”

In recognition of the pressures on small business owners and consumers at this “very difficult” time, AFCA says complaints related to COVID-19 matters are being prioritised and fast-tracked to ensure those impacted have their issues resolved as quickly as possible.

Complaint staff will take into account the circumstances and context in which lenders and other financial firms are currently operating when considering complaints, such as alternate staffing arrangements which may slow requests for information.

AFCA is urging financial firms to work “constructively and reasonably” with affected consumers and small businesses in hardship or experiencing difficulty repaying debt and to communicate about any delays in decision-making, claims or complaints-handling caused by the impact of COVID-19 on their business.

The upcoming legs of the AFCA Roadshow have been postponed for the duration of the crisis.