Australian Financial Complaints Authority expands jurisdiction to investigate scam complaints involving receiving banks and unauthorised account openings

The Australian Financial Complaints Authority (AFCA) has expanded its jurisdiction to investigate scam-related complaints involving receiving banks and the unauthorised opening of accounts and credit facilities in a consumer’s name without consent, including where the complainant is not a customer of that bank. The expanded remit is intended to increase transparency and accountability across the banking system by bringing all parties involved in the movement of scam funds within AFCA’s external dispute resolution processes, and to encourage banks to strengthen fraud detection and prevention measures. AFCA described the change as a step towards a more coordinated approach expected under the Scams Prevention Framework, and reported that it received 6,228 scam complaints in 2025 (down 29% from 2024), with an average claimed loss of AUD 30,333, and closed 6,516 scam complaints. AFCA also published a factsheet on receiving banks and unauthorised account opening setting out timing, eligibility and complaint processes, and reiterated that consumers should first raise scam complaints with the relevant bank’s internal dispute resolution process before escalating to AFCA.