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

Zenobē's $100 Million Boost to Australia's Electric Truck Fleet

01 Jun 2026: Paige Estritori

UK-based electric fleet leasing company Zenobē has announced a substantial investment of $100 million AUD aimed at accelerating the adoption of electric trucks across Australia. This initiative seeks to more than double the current number of electric trucks in the country, increasing the fleet from approximately 1,000 to 2,000 by the end of 2026. - read more

NewVolt's $25.3 Million Investment in Melbourne's Electric Truck Charging Infrastructure

01 Jun 2026: Paige Estritori

NewVolt, with backing from the Australian Renewable Energy Agency (ARENA), has announced a $25.3 million investment to develop three open-access fast-charging hubs for electric trucks across Melbourne. This initiative aims to address one of the critical barriers to electric truck adoption: the availability of reliable and efficient charging infrastructure. - read more

Federal Budget 2026: Changes to Electric Vehicle Tax Incentives

31 May 2026: Paige Estritori

The Australian government's 2026 Federal Budget has introduced significant changes to tax incentives for electric vehicles (EVs), signaling a shift in policy as the EV market matures. These adjustments are set to impact future EV purchases and financing options for consumers. - read more

Subaru Slashes Prices on Solterra and Trailseeker Electric SUVs

31 May 2026: Paige Estritori

In a strategic move to make electric vehicle ownership more accessible, Subaru Australia has announced significant price reductions for its Solterra and Trailseeker electric SUVs. The Solterra now starts at $61,990 plus on-road costs, reflecting a $2,000 decrease, while the Trailseeker is priced at $63,990 plus on-road costs, a reduction of $4,000. - read more

Electric Vehicles Capture Record 16.4% of Australian Market in April 2026

31 May 2026: Paige Estritori

In April 2026, electric vehicles (EVs) achieved a significant milestone in Australia, accounting for 16.4% of all new car sales. This translates to approximately one in every six vehicles sold being electric, underscoring the accelerating shift towards sustainable transportation. - read more

Click for more Finance News