AFCA Leverages Enhanced Standards to Minimize Advice Complaints

2

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.

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.

Published:Monday, 28th Oct 2024
Source: Paige Estritori

Please Note: If this information affects you, seek advice from a licensed professional.

Share this news item:

Finance News

Clear

Australian Home Loans Hit Record High as Investor Activity Soars

03 Jan 2026: Paige Estritori

In the third quarter of 2025, the Australian mortgage market experienced unprecedented growth, with new home loans totaling $191.1 billion. This marks an $8.3 billion increase from the previous quarter, setting a new record in the housing finance sector. - read more

Major Banks Raise Fixed Mortgage Rates After RBA Holds Cash Rate

03 Jan 2026: Paige Estritori

Following the Reserve Bank of Australia's (RBA) decision to maintain the cash rate at 3.60%, major banks have adjusted their fixed mortgage rates. Westpac has increased its fixed home loan rates by up to 35 basis points, with the lowest standard fixed rate now at 5.79% per annum. This marks a significant rise from 5.54% earlier in the week and 5.19% in early November. - read more

Investor Home Loans Surge Amid Record Borrowing

26 Dec 2025: Paige Estritori

In the third quarter of 2025, Australia's property market witnessed a significant shift as investors accounted for two out of every five home loans. Data from the Australian Bureau of Statistics (ABS) revealed that over 57,000 investors borrowed nearly $40 billion during this period, marking a 17.6% increase from the previous quarter. This surge underscores a growing trend of investor dominance in the housing sector. - read more

First Home Buyer Loan Applications Surge by 39.2% in October

26 Dec 2025: Paige Estritori

October 2025 marked a significant milestone for first-time homebuyers in Australia, with loan applications surging by 39.2%. This remarkable increase is largely attributed to the federal government's expansion of the 5% Deposit Scheme, which has made homeownership more accessible to a broader segment of the population. - read more

Australian Home Prices Experience Sharpest Rise in Over Two Years

26 Dec 2025: Paige Estritori

October 2025 witnessed a significant surge in Australian home prices, with a 1.1% increase-the fastest monthly rise since June 2023. This growth reflects a robust rebound in the housing market, driven by several key factors. - read more

Click for more Finance News