The Australian Financial Complaints Authority (AFCA) has announced three new C-suite appointments. Deborah Jenkins has been appointed as AFCA’s inaugural Chief Customer Officer (CCO) and Stevie-Ann Dovico has been appointed as AFCA’s inaugural Chief Technology Officer (CTO). Brigid Parsonson has also been appointed as Chief Operating Officer (COO).
AFCA Chief Executive Officer and Chief Ombudsman David Locke said the new appointments ensure AFCA has the right expertise in place to prepare for the future and meet the needs of the community.
“The demand for our service is as strong as ever and cases are becoming increasingly complex, but at the very core, we are helping people dealing with a financial issue and we know that can be very stressful for people,” said the Chief Ombudsman.
“We are strengthening our expertise so we can streamline our processes, make our service easier to use, and manage the sustained high volume of complaints we continue to receive.”
AFCA has grown considerably since it was established in 2018, and for the past two years has received over 100,000 complaints from consumers and small businesses each year. That figure is on track to reach over 110,000 complaints this financial year.
AFCA’s new Chief Customer Officer Deborah Jenkins brings significant senior leadership experience across major regulators, the public service and global professional services, where she has led large, customer-facing teams working in complex environments.
“I’m motivated by AFCA’s industry-wide impact and its use of data to strengthen consumer protection, deliver insights and deliver better outcomes. With such significant public trust responsibilities, AFCA plays a vital role in the community. I look forward to using my experience to make sure people who come to us are supported, treated fairly, and are heard,” said Deborah.
Stevie-Ann Dovico joins AFCA as Chief Technology Officer with almost 20 years of senior technology leadership across major banks and a large mutual. Her experience spans digital modernisation, data-led operations, cyber security, enterprise architecture, and cloud transformation within highly regulated environments.
“I’m excited to bring my experience in technology to an organisation that makes a genuine impact on people’s lives. AFCA’s work is grounded in purpose, and there is real opportunity to use technology to strengthen its services, improve accessibility and deliver better outcomes for the people who rely on us. This is a chance to make a meaningful contribution,” said Stevie-Ann.
Brigid Parsonson has been acting in the Chief Operating Officer role since early 2025 and was appointed following a comprehensive search process. Since joining AFCA in 2019, she has played a key role in shaping the organisation’s growth and leading major enterprise initiatives including the evolution of AFCA’s funding model and the modernisation of core systems.
“As our jurisdiction expands, my focus remains on strengthening our operations and supporting our people so we can continue delivering fair, timely and high-quality outcomes. AFCA plays a vital role in the community, and I look forward to continuing to build on the strong foundations already in place as we move into our next phase of growth,” said Brigid.
The Scams Prevention Framework will introduce a new line of business for AFCA, requiring new capabilities, systems and cross-sector coordination. An announcement about AFCA’s inaugural Chief Scams Officer (CSO) will follow in the coming weeks.
“Our new leaders bring perspective, deep experience and a strong commitment to public purpose – exactly what AFCA needs as we enter our next phase of growth and continue delivering for the community,” said the Chief Ombudsman.
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About AFCA – The Australian Financial Complaints Authority (AFCA) is a non-government ombudsman service providing free, fair and independent help with financial disputes. AFCA is a one-stop-shop for consumers and small businesses who have a dispute with their financial firm, over things such as banking, credit, insurance, advice, investments or superannuation. Where an agreement cannot be reached between parties, AFCA can issue decisions that are binding on financial firms.
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