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.

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
Author: Paige Estritori

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.

Share this news item:

Finance News

Clear

The Boat Works Commences Pier 25 Development

22 May 2026: Paige Estritori

The Boat Works, a leading marine maintenance and refit facility on the Gold Coast, has initiated construction on its latest project, Pier 25. This development aims to expand the precinct's offerings by introducing new showrooms, office suites, and crew accommodations. - read more

Lloyd's Register and Echo Marine Group to Deliver WA's First Electric Ferry Fleet

22 May 2026: Paige Estritori

Lloyd's Register (LR) has strengthened its partnership with Echo Marine Group to support the delivery of Western Australia's first fully electric passenger ferries. This initiative marks a significant step towards sustainable public transport in Australia. - read more

The Boat Works Launches Pier 25 to Boost Marine Services

14 May 2026: Paige Estritori

The Boat Works, a prominent marine maintenance and refit facility on the Gold Coast, has commenced construction on its latest project, Pier 25. This development aims to enhance the marine services offered within the precinct by introducing new showrooms, office suites, and crew accommodations. - read more

Lloyd's Register and Echo Marine Group to Deliver Electric Ferries in WA

14 May 2026: Paige Estritori

Lloyd's Register (LR) has entered into a partnership with Echo Marine Group to support the delivery of Western Australia's first fully electric passenger ferries. This initiative marks a significant step towards sustainable public transport in Australia. - read more

RIC Introduces Marine Recovery Loan for SA Aquaculture and Fishing Sectors

14 May 2026: Paige Estritori

The Regional Investment Corporation (RIC) has announced the opening of applications for the new Marine Recovery Loan, aimed at providing financial relief to South Australian aquaculture and wild catch fishing businesses affected by a recent harmful algal bloom. - read more

Click for more Finance News