AFCA Leverages Enhanced Standards to Minimize Advice Complaints

2

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
Source: Paige Estritori

Please Note: If this information affects you, seek advice from a licensed professional.

Share this news item:

Finance News

Clear

Understanding APRA's New Cap on High Debt-to-Income Home Loans

08 Dec 2025: Paige Estritori

The Australian Prudential Regulation Authority (APRA) has announced a significant policy change aimed at curbing high-risk lending practices within the housing market. Effective from 1 February 2026, APRA will implement a cap limiting banks to issuing no more than 20% of new home loans with debt-to-income (DTI) ratios of six times or higher. This measure applies to both owner-occupier and investor loans, excluding new housing developments. - read more

The Rise of Non-Bank Lending Among Australian SMEs

08 Dec 2025: Paige Estritori

Recent trends indicate a significant shift in the financing preferences of Australian small and medium-sized enterprises (SMEs). A growing number of these businesses are turning to non-bank lenders to meet their funding needs, driven by the desire for more flexible and accessible financing solutions. - read more

The Growing Preference for Buy Now Pay Later Services in Australia

08 Dec 2025: Paige Estritori

In recent years, Australia has witnessed a significant transformation in consumer financing preferences, with Buy Now Pay Later (BNPL) services emerging as a favoured alternative to traditional credit options such as credit cards and personal loans. - read more

APRA's New Debt-to-Income Cap: What Homebuyers Need to Know

30 Nov 2025: Paige Estritori

The Australian Prudential Regulation Authority (APRA) has announced a significant policy change aimed at mitigating risks in the housing market. Effective February 2026, APRA will implement a cap on high debt-to-income (DTI) home loans, limiting banks to issuing no more than 20% of new home loans with DTI ratios of six times or higher. This measure applies to both owner-occupier and investor loans, excluding new housing developments. - read more

NAB's Interest Rate Reduction: A Boost for Australian Businesses

30 Nov 2025: Paige Estritori

In response to the Reserve Bank of Australia's (RBA) recent decision to lower the official cash rate by 0.25%, National Australia Bank (NAB) has announced a corresponding reduction in interest rates for eligible business lending products. Effective from 30 May 2025, new and existing business customers with variable rate NAB Business Options Loans or NAB Business Overdraft products will see their interest rates decrease by 0.25% per annum. - read more

Bizcap's Enhanced Loan Limits: Empowering SMEs with Up to $7.5 Million

30 Nov 2025: Paige Estritori

Australian non-bank lender Bizcap has announced an increase in its lending limits for small and medium-sized enterprises (SMEs), now offering loans up to $7.5 million, up from the previous $5 million cap. This decision comes in response to escalating demand from SMEs across the nation seeking larger financing options to support their growth and operational needs. - read more

AFCA Issues Warning to Small Businesses on Unregulated Lending Risks

14 Nov 2025: Paige Estritori

The Australian Financial Complaints Authority (AFCA) has recently raised concerns regarding the increasing number of small businesses engaging with unregulated lenders. This caution comes in response to a record 4,648 complaints lodged by small businesses in the 2024-25 financial year, marking a 4% increase from the previous year. Notably, 21% of these complaints were dismissed as they fell outside AFCA's jurisdiction, primarily because the lenders involved were not AFCA members. - read more

ATO Debt Rule Changes Prompt Surge in Business Loan Applications

14 Nov 2025: Paige Estritori

Recent changes to the Australian Taxation Office (ATO) debt regulations have led to a significant increase in business loan inquiries among small and medium-sized enterprises (SMEs). Effective from 1 July 2025, general interest charges (GIC) and shortfall interest charges (SIC) on tax debts will no longer be tax-deductible. With the GIC rate currently at 11.17% and compounding daily, this change has prompted many SMEs to seek alternative financing options to manage their tax liabilities. - read more

ASIC Raises Compliance Concerns Among Small Credit Lenders

14 Nov 2025: Paige Estritori

The Australian Securities and Investments Commission (ASIC) has recently expressed concerns regarding the compliance practices of certain small credit lenders. A comprehensive review conducted by ASIC revealed that some providers of small amount credit contracts (SACCs) may be steering vulnerable consumers towards financial products that offer fewer protections, potentially exposing them to increased financial risk. - read more

Click for more Finance News