The Australian Financial Complaints Authority (AFCA) has updated its processes to provide clearer guidance on dealing with further issues raised during the complaint process. AFCA is committed to providing fair, independent and effective solutions for individuals and small businesses who have a complaint about a financial product or service, maintaining impartiality and independence without advocating for either party or their position. 

This update responds specifically to Recommendation 1 of the Independent Review, which called for clearer guidance on when further issues identified during the complaint process would revert to financial firms for consideration through internal dispute resolution. 

The update clarifies when AFCA will combine further issues with an existing complaint or where it should be the subject of a new complaint. The update also outlines when AFCA may introduce issues not specifically raised by a party. 

More information about our updated process is available on our website here.