Service advisory: We are aware that some PDF links show the message *error opening/reading pdf file* — if you see this message, please disregard it. Simply click the link and the PDF will open as normal.

Copyright notice: Any person is authorised to view, copy, print and reproduce the Australian Financial Complaints Authority Limited (AFCA)’s published de-identified determinations for personal information and/or other non-commercial purposes.

Notwithstanding the above, AFCA permits published de-identified determinations to be reproduced or published provided that: 

• any reproduction or publication of the determination is completely unaltered
• AFCA is acknowledged as maker and author of the determination, 
• the document or web page reproducing the material includes an active link to AFCA’s website address (www.afca.org.au) and an active link to the AFCA web page hosting the full published determination
• any analysis or commentary about the determination is clearly attributable to the author of that analysis or commentary, and not AFCA, and is readily distinguishable from the content of the determination
• the reproduction or publication does not also contain material which is inconsistent with the de-identification of the determination.