The Australian Financial Complaints Authority (AFCA) welcomes confirmation by the Federal Government that it will be the single, centralised External Dispute Resolution (EDR) scheme for scam complaints under the Scams Prevention Framework (SPF).
The SPF expands AFCA’s jurisdiction to consider the role of banks, telcos and digital platforms in scam complaints.
AFCA will be the one-stop-shop for consumers who have not been able to resolve their scam complaint through Internal Dispute Resolution.
The multi-party EDR service for SPF will be the first of its kind in the world and recognises the sophistication of modern scams, which often involve multiple organisations across different sectors.
Designated banks, telcos and digital platforms will be required to be AFCA members from Tuesday 1 September 2026, giving consumers access to an independent external dispute resolution pathway for complaints under the Scam Prevention Framework.
AFCA will be able to deal with scam complaints under the new framework from 31 March 2027.
“We welcome the Government’s announcement and the confidence it has placed in us to act as the external dispute resolution scheme under the Scams Prevention Framework. We have significant experience handling complex complaints at scale, and we’ll be using that experience to build an effective and accessible service,” said AFCA’s acting Chief Executive Officer and Chief Ombudsman Dr June Smith.
“We recognise the size of the task and look forward to working closely with all stakeholders to deliver a robust, fair and efficient dispute resolution process,” said Dr Smith.
AFCA recently appointed David Lacey as its inaugural Chief Scams Officer (CSO) to lead the establishment of the new scams EDR scheme.
“Scams are one of the most significant issues affecting consumers today. They are increasingly sophisticated and they leave people facing devastating financial and emotional consequences” said the Chief Scams Officer.
“We recognise the complex nature of modern scams and the need for fair outcomes for victims and the organisations involved. We look forward to welcoming new members to AFCA.”
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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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