Annual Review 2023-24
Contents
- About this Annual Review
- Year at a glance
- Board Chair message
- Chief Executive Officer and Chief Ombudsman message
- Organisational overview
- Complaints
- Who complained to AFCA in 2023–24?
- AFCA Engagement with First Nations peoples
- Overview of complaints
- Open cases
- Closed cases
- Banking and finance complaints
- Buy now pay later
- Scam complaints
- Financial difficulty complaints
- Small business complaints
- General insurance complaints
- Significant events
- Life insurance complaints
- Superannuation complaints
- Investments and advice complaints
- Cryptocurrency
- Complaints lodged by consumer advocates and financial counsellors
- Complaints outside AFCA’s Rules
- Systemic issues
- AFCA’s Code compliance and monitoring function
- Engagement, awareness and accessibility
- Corporate information
- AFCA General Purpose Financial Report
- Glossary
AFCA is a free service for consumers and small businesses. We aim to provide an excellent customer experience that meets diverse needs and delivers fair and timely outcomes.
Complaints by state and territory
|
|
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
|---|---|---|---|---|---|
|
New South Wales |
30% |
30% |
30% |
31% |
30% |
|
Victoria |
27% |
28% |
28% |
27% |
27% |
|
Queensland |
18% |
18% |
18% |
18% |
18% |
|
Western Australia |
10% |
9% |
8% |
8% |
8% |
|
South Australia |
5% |
5% |
6% |
6% |
6% |
|
ACT |
2% |
2% |
2% |
2% |
2% |
|
Tasmania |
1% |
1% |
1% |
1% |
1% |
|
Northern Territory |
1% |
1% |
1% |
1% |
1% |
|
Not provided |
7% |
8% |
7% |
7% |
8% |
|
Other countries |
1% |
1% |
1% |
1% |
1% |
Age of complainants¹
|
|
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
|---|---|---|---|---|---|
|
0-17 |
1% |
1% |
1% |
1% |
1% |
|
18-24 |
1% |
2% |
2% |
2% |
3% |
|
25-29 |
5% |
5% |
6% |
5% |
6% |
|
30-39 |
21% |
22% |
22% |
21% |
20% |
|
40-59 |
44% |
43% |
44% |
42% |
40% |
|
60+ |
24% |
23% |
21% |
24% |
21% |
|
Not provided |
12% |
13% |
12% |
12% |
13% |
Gender of complainants
| 2019-20 | 2020-21 | 2021-22 | 2022-23 | 2023-24 | |
|---|---|---|---|---|---|
| Female | 42% | 41% | 41% | 40% | 39% |
| Male | 59% | 59% | 59% | 55% | 55% |
| Other/not specified | NA | NA | NA | 5% | 6% |
Complainants self-identified as First Nations peoples
Top 10 languages (other than English) in which interpreters were requested
|
|
2019-20 |
2020-21 |
2021-22 |
2022-23 |
2023-24 |
|---|---|---|---|---|---|
|
Mandarin |
283 |
269 |
258 |
447 |
654 |
|
Korean |
24 |
23 |
19 |
44 |
153 |
|
Arabic |
99 |
76 |
73 |
124 |
123 |
|
Cantonese |
44 |
45 |
63 |
56 |
102 |
|
Vietnamese |
62 |
42 |
42 |
55 |
71 |
|
Spanish |
25 |
17 |
16 |
30 |
61 |
|
Persian (Farsi) |
57 |
38 |
38 |
38 |
56 |
|
Hindi |
32 |
13 |
19 |
38 |
51 |
|
Punjabi |
18 |
19 |
23 |
30 |
33 |
|
Taiwanese |
26 |
27 |
55 |
165 |
28 |
¹ Age of complainants does not represent all complaints as AFCA does not require complainants to provide a date of birth and some complaints are submitted by small businesses.
