The Australian Financial Complaints Authority has introduced call recording across its case handling teams as part of changes to how it investigates and resolves complaints. Calls involving certain AFCA staff are being recorded to create accurate records of conversations, reduce misunderstandings and support case work. Callers whose conversations are recorded hear a privacy notice before the call begins, and they can opt out at the start of the call, in which case the recording is stopped. The rollout is being implemented in stages. All calls to AFCA’s Customer Service team are already recorded, and from July 2026 all calls to and from case workers, ombudsmen, and the Rules, Systemic Issues and Service Complaints teams will be recorded. Recordings are stored as internal case records and may also be reviewed for quality and training purposes. AFCA does not share recordings or transcripts between consumers and financial firms through its regular information exchange process unless special circumstances apply, although a copy can be requested through its privacy access procedures.
Australian Financial Complaints Authority 2026-05-12
Australian Financial Complaints Authority introduces staged call recording across case handling teams with broader coverage from July 2026
The Australian Financial Complaints Authority is introducing staged call recording across case handling teams to create accurate records, reduce misunderstandings and support complaint resolution. Customer Service calls are already recorded, with calls to and from case workers, ombudsmen and the Rules, Systemic Issues and Service Complaints teams to be recorded from July 2026, subject to caller opt-out. Recordings are stored as internal case records, may be used for quality and training, and are generally not shared between consumers and financial firms except in special circumstances.