Underwriting Agencies Council Ltd

Navigating AFCA Complaints
2026-02-19 12:00 - 13:00 (Australia/Sydney)
Presenter: Marjana Cvetanoska – Founder/CEO at Corporate Overhaul
Presentation Summary
To equip financial services professionals with the knowledge and practical skills needed to effectively manage complaints lodged with the Australian Financial Complaints Authority (AFCA), ensuring compliance, timely resolution, and improved client outcomes.
Learning Objectives

Understand AFCA’s role as an external dispute resolution body and its jurisdiction.
Identify what constitutes a complaint and the importance of early engagement.
Learn the step-by-step AFCA complaint process, including registration, referral, and decision-making stages.
Explore best practices for responding to complaints, including vulnerability considerations, transparency, and collaboration.
Gain insights into common pitfalls and how to avoid them, including record-keeping and limitation periods.
Navigate the AFCA member portal for complaint management and reporting.

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