The Australian Financial Complaints Authority (AFCA) has published updated guidance on handling complaints involving family violence and financial abuse of older people following a consultation process. The updated approaches are intended to provide clearer information on how AFCA will address these issues across complaints, with the aim of supporting earlier resolution and reducing escalation to AFCA. The refreshed Approach to family violence replaces AFCA’s existing Approach to joint accounts and family violence, while the revised Approach to financial abuse of older people replaces the superseded Approach to financial elder abuse. The final approaches apply across all product areas and include case studies and examples, covering AFCA’s definitions and principles for responding, indicators and early warning signs across products, and how AFCA deals with these issues in complaints involving insurance, superannuation, investments, and advice. The approach documents are published alongside a joint consultation feedback report on AFCA’s website.
Australian Financial Complaints Authority 2025-11-19
Australian Financial Complaints Authority publishes updated approaches on family violence and financial abuse of older people
The Australian Financial Complaints Authority (AFCA) has released updated guidance on handling complaints related to family violence and financial abuse of older people, aiming to enhance clarity and support early resolution. These revised approaches, applicable across all product areas, include case studies and examples, and replace previous guidelines on joint accounts, family violence, and financial elder abuse.