What Is AFCA?
AFCA is the Australian Financial Complaints Authority — a free, independent ombudsman scheme for financial complaints.
In this answer
- Explain what AFCA is, conceptually
- Describe the kinds of complaints it can consider
- Show how it fits into the broader complaints framework
- Reassure customers that the service is free and independent
- Encourage raising concerns directly first
5 min
What AFCA is
The Australian Financial Complaints Authority (AFCA) is an independent, not-for-profit external dispute resolution scheme for financial complaints. It is free for consumers and small businesses and provides a fair alternative to court for many financial disputes.
AFCA considers complaints impartially, weighing what is fair in all the circumstances. Its existence gives Australians confidence that financial matters can be reviewed independently if they cannot be resolved directly.
What it can look at
Broadly, AFCA deals with complaints about financial products and services. The specific matters it can consider, and any limits on those, are set out in its own rules. Because the framework can change, customers should rely on AFCA's official information for what falls within its remit.
If a complaint is not one AFCA can consider, it can often point a customer towards the right place to seek help.
How it fits in
AFCA sits at the external dispute resolution stage. Generally, you raise a complaint with the business first; if you are not satisfied with the outcome, or do not receive a timely response, you may be able to take it to AFCA.
This step-by-step approach means most concerns are resolved quickly and directly, with AFCA available as an independent backstop for the rest.
Merion's position
Merion supports independent oversight. If you have a concern about something we have done, we want to resolve it directly — and we will be open about your further options, including external dispute resolution, if you remain dissatisfied.
You can start a conversation with us through our contact page or learn more in the Trust Centre.
This page is general information only and is not legal advice.
Key takeaways
- AFCA is a free, independent ombudsman scheme for financial complaints
- It considers complaints impartially and looks at what is fair
- It generally applies after you have complained to the business first
- Its precise remit is set by its own rules — rely on official sources
- Merion is open about escalation options
Frequently asked questions
Is AFCA free to use?
Yes. AFCA is free for consumers and small businesses. It is designed to be an accessible alternative to court.
Do I go to AFCA first?
Generally no. You raise the complaint with the business first; AFCA is an external step if it cannot be resolved directly.
What exactly can AFCA consider?
AFCA's remit is defined by its own rules, which can change. Rely on AFCA's official information for the current detail.
Fair, professional, compliant — always
Merion handles every account on the facts, with respect, and within the rules. Questions? We're happy to help.