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 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
The Westpac-Melbourne Institute Consumer Sentiment Index has recorded a 2.9% decline in June 2026, bringing the index down to 80.6. This marks a continuation of the deep pessimism among Australian consumers, influenced by ongoing economic uncertainties and recent monetary policy decisions. - read more
In a notable development within Australia's mortgage sector, Macquarie Bank has reported a substantial 28% increase in its home loan portfolio, reaching $181.3 billion as of 31 March 2026. This growth is primarily attributed to the bank's strategic collaboration with mortgage brokers, who were responsible for originating over 95% of new home loans during the financial year. - read more
Welcome to our comprehensive guide on home loan refinancing. Whether you're a first-time homeowner or a seasoned property investor, understanding the ins and outs of refinancing can save you a significant amount of money and anxiety. - read more
Buying a home is one of the most significant financial commitments you will make in your lifetime. Without a solid savings plan, you may find it challenging to gather the necessary funds for a home deposit. This can delay your home-buying journey and add unnecessary stress to an already high-stakes process. - read more
Embarking on the journey to home ownership in Australia is both exciting and daunting. The housing market here is unique, with its own set of challenges and opportunities to navigate. Understanding the intricacies of this market is crucial as you begin your home ownership adventure. This means keeping an eye on property prices, interest rates, and evolving regulations that might impact your purchasing power. - read more
When it comes to managing finances, one of the biggest stressors for homeowners is their mortgage. In Australia, many individuals and families struggle with mortgage stress, which can have a significant impact on their overall financial well-being. - read more
Welcome to our comprehensive guide on navigating the complexities of investment property financing. In Australia, property investment has long been regarded as a favoured strategy for wealth creation and financial security. However, this path comes with its unique set of challenges and risks that must be carefully managed to ensure a successful investment journey. - read more
Need Help Finding a Home Loan?
Get your free home loan eligibility assessment and compare offers tailored
specifically to your circumstances.
All finance quotes are provided free (via our secure server) and without
obligation. We respect your
privacy.
"Mastering Home Loans: Navigating the Australian Mortgage Market"
No comments yet. Be the first to share your thoughts.