90% of the complaints reviewed are rated as excellent to good
As part of its independent review response program, the Australian Financial Complaints Authority (AFCA) commissioned former Federal Court judge Julie Dodds-Streeton and barrister Ahmed Terzic to evaluate 30 randomly selected complaints that proceeded to determination between June 1, 2022 and May 30, 2023.
AFCA said the review results were positive, with the reviewers expressing satisfaction with the overall quality and standard of decision writing, and the authority’s ability to deliver fair processes and outcomes, and overall service delivery, including to individuals in vulnerable circumstances.
Latest news: Independent Decision Review confirms AFCA’s commitment to fairness and impartiality. Read the key findings and full report on our website: https://t.co/TL2q8R4jm0 pic.twitter.com/I6zENmOmdI
— Australian Financial Complaints Authority (@AFCA_org_au) July 23, 2024
The reviewers had full access to and reviewed the entire file for each complaint. They rated 90% of the cases as excellent to good, 77% were rated as excellent to very good, and no file was rated as poor.
They also noted that AFCA staff were attentive to the special needs or vulnerabilities of parties, generally observed procedural fairness, and demonstrated strong teamwork and culture between decision-makers and case officers.
The report made 12 recommendations, all of which were accepted by AFCA.
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