Scam complaints

Question

1. How many additional complaints does AFCA expect to receive under the Scams Prevention Framework? 2. What modelling has AFCA done on expected complaint volumes? 3. How many additional staff has AFCA recruited specifically for the scam's role? 4. Is AFCA confident it can resolve scam complaints in a timely way once the new framework commences? 5. What is AFCA's current average time to resolve a complaint? 6. The framework requires AFCA to consider the conduct of multiple parties. A bank, a telco and a digital platform, and apportion responsibility between them. 7. Is that materially more complex than AFCA's current financial services complaints? 8. Has AFCA built the IT systems needed for this new work? 9. What arrangements are in place with the Telecommunications Industry Ombudsman and other bodies to avoid duplication, gaps or complainants being bounced around? 10. Has AFCA provided any warning to Government that the scheme could be overwhelmed if complaint volumes are higher than expected? 11. Is AFCA concerned about the use of AI in complaints lodged with AFCA? 12. Does AFA currently have the power to require complainants or representatives to provide a concise statement of the issues? 13. Has AFCA considered word limits, page limits, or summary requirements?

Answer

See attached response.

Documents

• Question with answer (PDF) (opens in a new tab)
• QON_5.6.26_Liddle - AFCA.pdf (opens in a new tab)