The Australian Financial Complaints Authority (AFCA) has published a new External Dispute Resolution (EDR) Response Guide for superannuation complaints relating to insurance cancellation, expanding its library of guides intended to support member firms. The guide is designed to help AFCA work more effectively with superannuation trustees by prompting provision of key information early in the process, reflecting that these complaints are often determined by specific legislation and can be resolved quickly when relevant information is available. AFCA notes that trustees can use the guide to provide all required information for AFCA to assess the merits of a complaint once it reaches AFCA, and that EDR response guides are intended to help firms prepare thorough responses following unresolved referrals.
Australian Financial Complaints Authority 2026-03-24
Australian Financial Complaints Authority publishes EDR response guide for superannuation insurance cancellation complaints
The Australian Financial Complaints Authority (AFCA) has released a new External Dispute Resolution Response Guide for superannuation complaints related to insurance cancellation. The guide aims to enhance collaboration with superannuation trustees by ensuring key information is provided early, facilitating quicker resolutions. It is part of AFCA's efforts to assist member firms in preparing comprehensive responses to unresolved referrals.