The Australian Financial Complaints Authority (AFCA) and the Telecommunications Industry Ombudsman (TIO) have signed a Memorandum of Understanding (MoU) to strengthen coordination between the two organisations ahead of the Scam Prevention Framework (SPF) taking effect.
The MoU sets out how AFCA and TIO will work together, including sharing information, staying in regular contact and referring complaints where both organisations are involved.
The agreement will also ensure complaints go to the right scheme and avoid the same issue being considered by both organisations.
The MoU has been signed as the SPF expands AFCA’s jurisdiction to consider the role of telecommunications companies, banks and digital platforms in scam complaints. The multi-party EDR service under the SPF will be the first of its kind in the world and recognises that modern scams often involve multiple organisations across different sectors.
AFCA Chief Executive Officer and Chief Ombudsman David Locke said the agreement will help make the complaints process as straightforward as possible for both consumers and telecommunication companies.
“Working closely with the TIO will help us make the complaints process as clear and straightforward as possible for consumers and telecommunications companies, particularly where a complaint involves both organisations,” the Chief Ombudsman said.
AFCA’s Chief Scams Officer Dave Lacey said the agreement will help make sure complaints go to the right scheme without unnecessary back and forth for consumers, at a time when they may already be dealing with the stress and uncertainty of a scam.
“It will also give industry greater clarity and help avoid the same conduct being considered by both organisations,” the Chief Scams Officer said.
Telecommunications Industry Ombudsman Cynthia Gebert said strengthening connections with AFCA will make it easier for people to access the specialist support they need, sooner.
"People shouldn’t have to navigate multiple pathways for help. Stronger collaboration between AFCA and TIO means consumers benefit from our combined expertise and can focus on resolving their concerns, knowing they've got the right support for their situation."
AFCA recently welcomed 118 new members under the SPF. To date, 98 telcos and 16 digital platforms have joined AFCA in preparation for the external dispute resolution scheme for scam complaints, which will commence on 31 March 2027.
New members include major telcos and entities under the SPF digital platform definition including Apple, Google, Meta, Microsoft, TikTok and X.
A link to the MoU is available on the TIO and AFCA website.
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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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