AFCA Leverages Enhanced Standards to Minimize Advice Complaints
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.
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.
Published:Monday, 28th Oct 2024 Source: Paige Estritori
Please Note: If this information affects you, seek advice from a licensed professional.
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
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
In the lead-up to the Reserve Bank of Australia's (RBA) first monetary policy meeting of 2026, major Australian banks have proactively increased their fixed home loan interest rates. This preemptive move reflects expectations of a potential cash rate hike by the RBA, aiming to curb persistent inflationary pressures. - read more
The Australian Prudential Regulation Authority (APRA) has announced a significant policy change aimed at enhancing financial stability within the housing market. Effective February 1, 2026, APRA will impose a cap on high debt-to-income (DTI) home loans, limiting banks to issuing no more than 20% of new home loans with DTI ratios of six times or higher. - read more
In November 2025, Australia's mortgage market achieved a new milestone, with the total value of residential mortgages reaching $2.41 trillion. This record-breaking figure reflects a 0.67% increase from the previous month and a 6.36% rise over the past year, as reported by the Australian Prudential Regulation Authority (APRA). - read more
A credit score is a numerical representation of your creditworthiness. It is calculated based on your credit history, including factors like your payment history, the amount of debt you have, and the length of your credit history. - read more
Buying your first home can be one of the most thrilling experiences of your life. The excitement of searching for the perfect place, imagining yourself in different spaces, and the opportunity to create a home you can truly call your own can be incredibly rewarding. - 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
Mortgage stress is a common concern among homeowners worldwide, with the potential to cause significant financial and emotional strain. It often occurs when mortgage repayments consume a large portion of your income, leaving little room for other expenses and causing anxiety over financial security. The impact of not managing this stress can be far-reaching, affecting not only one's financial health but also overall wellbeing. - 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
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"
Deed in Lieu of Foreclosure: A deed instrument in which a borrower conveys all interest in a property to the lender to satisfy a loan that is in default and avoid foreclosure.
