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.
In October 2025, Australia's housing market witnessed its most substantial price surge in over two years. This remarkable growth is primarily attributed to recent interest rate cuts implemented by the Reserve Bank of Australia (RBA) and supportive government policies aimed at stimulating the property sector. - read more
In its November 2025 meeting, the Reserve Bank of Australia (RBA) decided to keep the cash rate unchanged at 3.60%. This decision reflects the central bank's cautious approach in light of persistent inflationary pressures and a robust housing market. - read more
In a significant development within Australia's financial sector, non-bank lender Pepper Money has entered preliminary discussions to acquire Westpac's mortgage broking portfolio. This move could have far-reaching implications for the home loan market, particularly for borrowers seeking competitive mortgage options. - read more
In a significant development within Australia's financial sector, non-bank lender Pepper Money has entered preliminary discussions to acquire Westpac's mortgage broking portfolio. This move could have far-reaching implications for the home loan market, particularly for borrowers seeking competitive mortgage options. - read more
Australia's inflation rate has seen a significant uptick in the third quarter of 2025, with consumer prices rising by 1.3%-the largest quarterly increase in two and a half years. This surge has pushed the annual Consumer Price Index (CPI) inflation to 3.2%, surpassing the Reserve Bank of Australia's (RBA) target range of 2-3%. - 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
Embarking on the journey to buy your first home is both an exciting and significant milestone in Australia. However, the process is also complex, and the learning curve can be steep for first-time home buyers. Being thoroughly informed is key to navigating the housing market's intricacies and can help elude the common missteps that befall many novices. - 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
For potential and seasoned investors alike, the Australian property landscape offers a plethora of opportunities. Investment properties have long been a favored asset class in Australia due to the potential for capital growth and rental yield. However, diving into the property market without a solid understanding of the financial mechanics, specifically interest rates, can be akin to sailing without a compass. - 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
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"
