AFCA Leverages Enhanced Standards to Minimize Advice Complaints

The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

Interestingly, the number of new complaints AFCA received in this sector fell to 3,559, a notable decrease of 26% from the preceding year. According to its annual report, AFCA attributed this decline to the positive impact of rising educational standards and heightened professionalism within the financial advisory industry.

However, challenges persist, particularly concerning the controversial case of Dixon Advisory, which continues to contribute to overall complaints. Without the Dixon Advisory-related grievances, complaints hit an all-time low of 2,709.

Lead Ombudsman for investments and advice, Shail Singh, noted during AFCA's recent member forum that outcomes were not universally favoring complainants. For instance, one claimant involved with Dixon did not suffer harm despite following conflicted advice.

Moreover, Senior Ombudsman Patrick Hartney highlighted, “When compared to what AFCA deemed appropriate advice, the complainant was actually better off with the conflicted advice result.” Hartney explained how cookie-cutter approaches to advice might have variable impacts based on individual circumstances, proving beneficial to some despite being generally suboptimal.

The AFCA annual report further elaborated that nearly half (44%) of the complaints they handled were resolved during the "rules review" phase. This stage, where issues are examined for jurisdictional appropriateness, requires detailed decision-making, explaining the average resolution timeframe of 129 days. Such intricate processes have been partly responsible for protracted case durations.

While complaint volume has decreased, the top issue remains inappropriate advice, which accounted for 706 (20%) of all complaints. Other recurring issues include confusion over the classification of Self-Managed Super Funds (SMSFs) and wholesale client status, often leading to misapplication of financial thresholds, an insight noted by Sidoti, the Senior Ombudsman.

“It’s pretty clear that actually doesn’t apply in circumstances where advice is given to a trustee to an SMSF,” confirmed Sidoti. Misapplication of these financial thresholds can categorize SMSFs inaccurately, with serious advisories issued for small balance SMSFs lacking diversification.

With market volatility influenced by national political events, the authority has observed complaint trends shifting accordingly. Beyond handling regular disputes, AFCA has now been endorsed by the government to lead an external resolution scheme under the Scams Prevention Framework, a major initiative in the governmental “war on scams”, as stated by Minister Stephen Jones.

The pilot will cover three key sectors: banks, telecommunications, and digital platforms, illustrating an expansive approach to scam management involving interconnected industries.

Published:Monday, 28th Oct 2024
Author: Paige Estritori

Please Note: We do not endorse any specific products or companies. Some content is sourced from third parties, including press releases, and may not be independently verified for accuracy or completeness.

Share this news item:

Finance News

Clear

Why More Australians Are Rechecking Their Debt Mix

16 Sep 2026: Paige Estritori

Recent consumer finance reporting has again highlighted a familiar pressure point for Australian households: managing several debts at once can become harder as everyday costs stay elevated. Credit cards, buy now pay later balances, car repairs, medical bills and overdue utilities can each look manageable in isolation, but together they may create a repayment calendar that is difficult to keep under control. - read more

Why Credit Complaint Trends Matter Before You Take a Small Loan

09 Sep 2026: Paige Estritori

A fresh round of financial complaints reporting has put credit products back under the spotlight, with borrowers continuing to raise concerns about repayment pressure, fees, credit reporting, hardship support and the way lenders communicate when things go wrong. For Australians considering small loans, the message is practical rather than alarming: quick access to finance can be useful, but it should come with clear terms, realistic repayments and a plan if your income changes. - read more

Why Thin Savings Buffers Are Changing How Australians Borrow

02 Sep 2026: Paige Estritori

Recent consumer finance reporting has again highlighted a problem many Australians already feel in their weekly budget: savings buffers are thin, and unexpected costs are arriving faster than wages can absorb them. Car repairs, medical bills, rent gaps, utility catch-ups and small business cash flow shortages can all turn into urgent funding decisions, especially for casual workers, sole traders and households with irregular income. - read more

Why Personal Loan Rate Differences Matter for Small Borrowers

26 Aug 2026: Paige Estritori

Recent finance market reporting points to a sharper divide in Australia’s personal loan market: borrowers with stronger credit profiles and stable incomes may still find competitive offers, while applicants with patchier credit, casual income or heavier existing commitments can face higher pricing, tighter limits or more conditions. For Australians considering small loans, that gap matters more than the headline rate. - read more

What New BNPL Credit Rules Mean for Australians Considering Small Loans

19 Aug 2026: Paige Estritori

Buy now pay later has shifted from a simple checkout convenience to a more formal part of Australia’s consumer credit landscape. Since the newer regulatory framework began applying, providers have faced clearer expectations around licensing, suitability checks, complaints handling and support for customers who fall behind. For everyday borrowers, this matters because BNPL, small personal loans and other short-term finance products often compete for the same household budget. - read more

What the RBA Rate Hold Means for Small Loan Borrowers

12 Aug 2026: Paige Estritori

Australia’s latest interest rate pause gives borrowers a little breathing space, but it should not be mistaken for a drop in loan costs. After months of pressure from inflation, rents, insurance, groceries and utilities, the Reserve Bank’s decision to keep the cash rate steady leaves many households and small business owners still managing repayments shaped by earlier increases. - read more

Fast Cash Pressure Is Creating New Loan Scam Risks

04 Aug 2026: Paige Estritori

Australians searching for quick finance are being urged to slow down before responding to online loan offers, as scam activity continues to target people under cost-of-living pressure. The warning is especially relevant for borrowers who need urgent money for bills, car repairs, medical costs, rent gaps or short-term business cash flow. - read more

What ASIC’s Hardship Focus Means for Everyday Borrowers

28 Jul 2026: Paige Estritori

Australia’s credit regulator has kept the spotlight on how lenders respond when borrowers fall into financial hardship, a theme that matters directly to households and small business operators using small loans to manage short-term pressure. The message is simple: hardship support should be accessible, practical and clearly explained, not buried behind confusing processes or repeated requests for the same information. - read more

What ASIC’s Private Credit Alarm Means for Small Borrowers

21 Jul 2026: Paige Estritori

Australia’s corporate regulator has renewed attention on private credit, warning that a fast-growing part of the lending market is now facing a tougher test. Private credit generally refers to loans arranged outside the traditional banking system, often through funds, investment managers or specialist lenders. While this may sound distant from everyday small loans, the health of non-bank credit can still influence how finance is priced, assessed and made available. - read more

Click for more Finance News