The Australian Financial Complaints Authority (AFCA) has appointed David Lacey as its inaugural Chief Scams Officer (CSO). The Chief Scams Officer is a key leadership role at AFCA as it establishes the world’s first multi-party dispute resolution scheme for scams.
AFCA Chief Executive Officer and Chief Ombudsman David Locke said David Lacey will lead the expansion of AFCA’s jurisdiction to consider the role of banks, telcos and digital platforms in scam complaints.
“As founder and CEO of IDCARE, David brings unparalleled experience in understanding the profound impact scams have on individuals and their families,” said the Chief Ombudsman.
“David has spent years working directly with scam victims, and that perspective will be critical in shaping a scams ombudsman service that is accessible, fair and can effectively resolve complex issues involving multiple parties.”
AFCA’s external dispute resolution service will be a key component of the Government's Scams Prevention Framework and introduces an expanded area of responsibility for AFCA, requiring additional capabilities, systems and cross-sector coordination with new industries.
David Lacey joins AFCA from IDCARE, where he built Australia and New Zealand’s leading response service for victims of identity crime and scams. He has also held senior executive roles across government and industry in cyber and identity security, law enforcement, and national security.
“External dispute resolution will play an important role within the Scams Prevention Framework. I’m excited to build a scams ombudsman service that will consider all the parties involved in a scam and help deliver fair outcomes for consumers and firms,” David Lacey said.
The Chief Scams Officer appointment is one of several recent C-suite additions at AFCA, strengthening the organisation’s leadership team to meet future demands and the needs of the community.
“We are bringing together scams expertise with customer-focused technology and systems so AFCA is ready for its next phase of growth and can deliver the best possible service,” said Chief Ombudsman David Locke.
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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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