The Australian Financial Complaints Authority (AFCA) has welcomed the federal government’s decision to appoint it as the sole external dispute resolution scheme for scam-related complaints under Australia’s new Scams Prevention Framework, establishing a central pathway for consumers seeking redress after scam incidents.
The move broadens AFCA’s remit, allowing it to consider the role played not only by financial institutions but also telcos and digital platforms when assessing scam complaints.
Under the new framework, consumers who are unable to resolve complaints through an organisation’s internal dispute resolution process will be able to escalate matters to AFCA through a single complaint mechanism.
The model is believed to be the first of its kind globally, reflecting the increasingly complex nature of modern scams, which often involve multiple organisations and digital services across different sectors.
From 1 September 2026, designated banks, telcos, and digital platforms will be required to become AFCA members, providing consumers with access to an independent dispute resolution pathway. AFCA is expected to begin handling complaints under the Scams Prevention Framework from 31 March 2027.
AFCA acting chief executive and Chief Ombudsman Dr June Smith said the organisation was well-positioned to manage the new responsibilities.
“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,” Smith (pictured) said in a statement.
“We have significant experience handling complex complaints at scale, and we’ll be using that experience to build an effective and accessible service.
“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.”
To support the rollout of the new scheme, AFCA recently appointed former cyber security executive David Lacey as its inaugural chief scams officer.
Lacey said the creation of a dedicated scam complaints mechanism reflected the growing impact of scams on Australian consumers.
“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,” Lacey said.
“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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David Hollingworth
David Hollingworth has been writing about technology for over 20 years, and has worked for a range of print and online titles in his career. He is enjoying getting to grips with cyber security, especially when it lets him talk about Lego.