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

Surge in Personal Loan Borrowing as Australians Face Rising Living Costs

16 Jun 2026: Paige Estritori

In the first quarter of 2026, Australians borrowed a record $5.1 billion in new personal loans, reflecting the mounting financial pressures from escalating living costs. This significant increase underscores the challenges many individuals face in managing daily expenses. - read more

OnDeck Boosts Lightning Loan Limits to Empower Australian SMEs

16 Jun 2026: Paige Estritori

OnDeck Australia has announced an increase in its Lightning Loan limits, now offering up to $300,000 in unsecured funding for small and medium-sized enterprises (SMEs). This enhancement aims to meet the growing demand for quick and accessible business financing. - read more

Australian Businesses Show Renewed Confidence with Increased Credit Demand

16 Jun 2026: Paige Estritori

In December 2025, Australian businesses demonstrated a significant increase in credit demand, with applications rising by 5.1% compared to the previous year. This uptick suggests a shift from cautious financial management to proactive investment in growth and expansion. - read more

Fuel Excise Reduction Opens New Avenues for Truck Financing in Australia

15 Jun 2026: Paige Estritori

The recent reduction in fuel excise has provided a significant cash flow boost to the Australian transport industry, presenting new opportunities for truck financing and fleet expansion. With fuel prices being a major operational cost for trucking businesses, the excise cut translates to substantial weekly savings, enhancing the financial position of operators. - read more

Geely's 2026 EOFY Deal: Affordable EV Financing and Complimentary Home Charger

14 Jun 2026: Paige Estritori

Geely has unveiled an enticing End-of-Financial-Year (EOFY) promotion for Australian consumers interested in electric and hybrid SUVs. Running from May 1 to June 30, 2026, this offer features a competitive 0.88% comparison rate over 36 months, applicable to the EX5 Extended Range and Starray EM-i models. Notably, this financing deal requires no minimum deposit, no establishment fee, and no repayment fees for approved customers. - read more

Click for more Finance News