The Australian Financial Complaints Authority has published Edition 8 of its Systemic Issues Insights Report, summarising the systemic issues it identified and examples of stronger practice across Australia’s financial services sector in the first half of the 2025-2026 financial year. The report sets out opportunities to improve operational practice and includes case studies, practical examples and insights drawn from AFCA’s systemic work. AFCA said more than 180,000 consumers and small businesses benefited during the period, including AUD 1.9 million in financial remediation. Non-financial outcomes included credit file corrections, improvements to claims handling oversight and operational reforms to better recognise and support customers experiencing vulnerability.
Australian Financial Complaints Authority2026-05-21
Australian Financial Complaints Authority publishes systemic issues report highlighting operational gaps markers of excellence and AUD 1.9 million remediation
The Australian Financial Complaints Authority has issued Edition 8 of its Systemic Issues Insights Report, outlining systemic issues and examples of stronger practice across the financial services sector in the first half of the 2025-2026 financial year. AFCA reports that more than 180,000 consumers and small businesses benefited from its systemic work, including AUD 1.9 million in financial remediation and non-financial outcomes such as credit file corrections, improved claims handling and operational reforms for vulnerable customers.