Entries by Dilip

What can we learn from AFCA statistics

  AFCA’s work generates a rich set of data about the issues, types and outcomes of financial complaints. Below is the snapshot of AFCA data cube for the period (1 July – 31 December 2019) which includes the number of complaints received, the service and products involved, and how complaints progressed through the resolution process. […]

What is fair for AFCA in all the circumstances?

AFCA is required to operate in a way that is accessible, independent, fair, accountable, efficient and effective. Fairness requires complaints to be considered objectively and without bias, and by staff and decision-makers with appropriate expertise. AFCA is required to decide a complaint based on what is fair in all the circumstances, having regard to factors […]

The consumer journey through the Internal Dispute Resolution (IDR) process of financial service providers

The Australian Securities and Investments Commission (ASIC) commissioned qualitative and quantitative research towards the end of 2018 to explore and measure consumer experiences of the Internal Dispute Resolution (IDR) process across a range of financial service sectors. This report presents the findings of the research, focusing on a broad consumer journey map through the IDR […]

What are systemic issues for AFCA

A systemic issue is one that has been raised in a complaint or several complaints or is otherwise identified by information obtained by, or provided to, AFCA that is likely to affect a class of persons beyond any person who lodged a complaint or raised a concern. Several complaints of the same type or a […]

Tips for turning Complainants into an advocate

Customers not only make buying decisions as a result of what they hear from others but share those stories more widely when they have a positive experience with a brand. When a brand gets the strategy right, in creating a good complaints experience, it leads to a more robust and positive cycle of continuing advocacy. […]