The Australian Financial Complaints Authority has published its ninth Systemic Issues Insights Report, covering systemic issues identified and markers of excellence observed in the second half of the 2025-26 financial year. The report highlights the need for financial firms to maintain information throughout the customer journey and use complaints as an early warning signal to detect broader problems, strengthen controls and reduce consumer harm. More than 390,000 consumers and small businesses benefited from the authority’s systemic work during the period, with AUD 1.2 million secured in financial remediation. Nonfinancial outcomes included credit file corrections, stronger oversight of external providers, and new controls for exception reporting, reconciliation, transaction monitoring and post-implementation testing.
Australian Financial Complaints Authority reports systemic work benefited more than 390,000 consumers and small businesses and secured AUD 1.2 million in remediation
The Australian Financial Complaints Authority’s latest systemic issues report emphasizes maintaining customer information and using complaints to identify broader problems early. Its systemic work benefited more than 390,000 consumers and small businesses and secured AUD 1.2 million in remediation during the second half of the 2025-26 financial year.