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 2025, Australian managed funds experienced a substantial increase of $35.9 billion, as reported by Calastone. This growth was primarily driven by investors seeking stability through fixed income strategies amidst global economic uncertainties. - read more
In a landmark decision, Australia has awarded a AU$10 billion (US$6.5 billion) contract to Japan's Mitsubishi Heavy Industries for the construction of 11 Mogami-class frigates. This agreement signifies the most substantial defense industry collaboration between the two nations to date. - read more
Global insurance broker Marsh has been appointed by the Australian government to oversee the insurance and risk advisory components of the Royal Australian Navy's Maritime Insurance Program (MIP). This program is integral to the nation's extensive naval fleet expansion and infrastructure development initiatives. - read more
In response to recent shifts in global trade dynamics, GT Insurance is reaffirming its commitment to supporting Australian marine clients navigating these challenges. The imposition of US tariffs-25% on Australian steel and aluminium, and 10% on other exported goods-has introduced new uncertainties for local exporters, particularly in sectors like beef and bulk freight. These tariffs, effective from April 5, 2025, have prompted concerns about declining export volumes and reduced freight margins. - read more
In a remarkable demonstration of Australia's thriving asset finance sector, Loan Market Group's Asset Finance Exchange (AFX) has reported approximately $80 million in settlements within its inaugural year. This achievement underscores the platform's effectiveness in connecting brokers and asset finance specialists, thereby streamlining the financing process for clients. - read more
Imagine the splash of water on your face and the adrenaline rush as you glide over waves at exhilarating speeds. The thrill of owning a jetski offers a unique brand of excitement and freedom found only on the open waters. However, before you can make waves, it's essential to navigate the sea of financial considerations that come with purchasing such a prized possession. - read more
Jet skiing is an exhilarating water sport that offers fun, excitement, and a great way to explore Australia's beautiful waterways. As a beginner, diving into the world of jet skiing can be thrilling but also overwhelming, given the various options and considerations involved in purchasing your first jet ski. - read more
Your credit score is an important number that significantly impacts your financial health. It's a numerical representation of your creditworthiness based on your credit history. Lenders use this score to evaluate the level of risk involved in lending you money. - read more
Jetskis are quickly becoming a popular pastime in Australia, offering an exhilarating way to enjoy the sun and surf. The freedom and excitement they provide make them a must-have for many water enthusiasts. With their growing popularity, more Australians are turning to jetskis as their next big purchase. - read more
Jet skiing is an exhilarating water sport that many Australians enjoy, especially during the warmer months. With the vast and beautiful coastline that the country offers, it's no wonder that jet skis are becoming a popular addition to many households. - read more
Knowledgebase
Debt Consolidation: Taking advantage of lower interest rates that may be available by the grouping of multiple loans into one, lower interest rate loan.
