AFCA Leverages Enhanced Standards to Minimize Advice Complaints
AFCA Leverages Enhanced Standards to Minimize Advice Complaints
The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.
The Australian Financial Complaints Authority (AFCA) demonstrated significant progress in managing investment and financial advice issues in the past year.
The organization reported closing 4,118 complaints in the sector during the 2024 fiscal year, marking an impressive 82% increase in resolved cases compared to the previous year.
Interestingly, the number of new complaints AFCA received in this sector fell to 3,559, a notable decrease of 26% from the preceding year. According to its annual report, AFCA attributed this decline to the positive impact of rising educational standards and heightened professionalism within the financial advisory industry.
However, challenges persist, particularly concerning the controversial case of Dixon Advisory, which continues to contribute to overall complaints. Without the Dixon Advisory-related grievances, complaints hit an all-time low of 2,709.
Lead Ombudsman for investments and advice, Shail Singh, noted during AFCA's recent member forum that outcomes were not universally favoring complainants. For instance, one claimant involved with Dixon did not suffer harm despite following conflicted advice.
Moreover, Senior Ombudsman Patrick Hartney highlighted, “When compared to what AFCA deemed appropriate advice, the complainant was actually better off with the conflicted advice result.” Hartney explained how cookie-cutter approaches to advice might have variable impacts based on individual circumstances, proving beneficial to some despite being generally suboptimal.
The AFCA annual report further elaborated that nearly half (44%) of the complaints they handled were resolved during the "rules review" phase. This stage, where issues are examined for jurisdictional appropriateness, requires detailed decision-making, explaining the average resolution timeframe of 129 days. Such intricate processes have been partly responsible for protracted case durations.
While complaint volume has decreased, the top issue remains inappropriate advice, which accounted for 706 (20%) of all complaints. Other recurring issues include confusion over the classification of Self-Managed Super Funds (SMSFs) and wholesale client status, often leading to misapplication of financial thresholds, an insight noted by Sidoti, the Senior Ombudsman.
“It’s pretty clear that actually doesn’t apply in circumstances where advice is given to a trustee to an SMSF,” confirmed Sidoti. Misapplication of these financial thresholds can categorize SMSFs inaccurately, with serious advisories issued for small balance SMSFs lacking diversification.
With market volatility influenced by national political events, the authority has observed complaint trends shifting accordingly. Beyond handling regular disputes, AFCA has now been endorsed by the government to lead an external resolution scheme under the Scams Prevention Framework, a major initiative in the governmental “war on scams”, as stated by Minister Stephen Jones.
The pilot will cover three key sectors: banks, telecommunications, and digital platforms, illustrating an expansive approach to scam management involving interconnected industries.
Please Note: We do not endorse any specific products or companies. Some content is sourced from third parties, including press releases, and may not be independently verified for accuracy or completeness.
Australian mortgage competition has taken a notable turn, with a growing group of lenders trimming selected home loan rates even after the Reserve Bank of Australia’s May cash rate increase. According to recent market reporting, 18 lenders have reduced at least some variable mortgage rates, while AMP Bank has made one of the sharper fixed-rate moves, cutting selected fixed rates by up to 0.50 percentage points. - read more
Australia’s housing market has shifted into a more cautious phase, with the latest PropTrack Home Price Index showing national values declined for a third consecutive month in June. The fall was broad-based, with every capital city except Darwin recording softer prices, although national values remain close to recent record highs. - read more
Australian mortgage holders have received a welcome pause after the Reserve Bank of Australia left the cash rate unchanged at 4.35 per cent on 16 June 2026. After three consecutive increases earlier this year, the decision gives households a short period of repayment stability and lenders time to assess how higher rates are flowing through the economy. - read more
In a notable development within the Australian mortgage market, Macquarie Bank and ANZ have recently reduced their fixed home loan interest rates. This move suggests a potential peak in the current interest rate cycle, offering a glimmer of relief to borrowers amidst a period of economic uncertainty. - read more
The Australian Bureau of Statistics (ABS) has reported a 6.2% decline in new home loan approvals for the first quarter of 2026. This downturn is largely attributed to the recent series of interest rate hikes implemented by the Reserve Bank of Australia (RBA) in an effort to control rising inflation. - read more
Welcome first-time home buyers! Embarking on the journey to purchase your first home can be both exciting and overwhelming. One of the crucial steps in this process is understanding and obtaining home loan pre-approval. - read more
Embarking on the journey to homeownership can feel like navigating uncharted waters, with mortgage brokers often serving as the compass guiding you through the complexities of home financing. For many first-time home buyers, understanding the role of a mortgage broker can provide peace of mind and valuable support throughout the home-buying process. - read more
Welcome to the exciting and sometimes complex world of real estate in Australia! If you are on the cusp of purchasing your first home, you've probably heard about stamp duty. But what exactly is it? Stamp duty is a form of tax imposed by Australian states and territories on property transactions. This tax is usually a percentage of the property purchase price or market value and is a legal requirement for most property sales. - read more
Welcome to our guide on simple steps to boost your home deposit savings! We’re thrilled to have you here as you embark on the exciting journey towards home ownership. Whether you're a first-time homebuyer or looking to upsize, saving for a home deposit is a crucial step. - read more
No comments yet. Be the first to share your thoughts.