Department/Organisation: AFCA
CALI believes a fair, equitable and sustainable external dispute resolution service is critical for consumer trust and confidence in the financial services sector.
CALI supports the findings of the Treasury independent review into AFCA and welcomes AFCA’s commitment to efficiently implement the recommendations.
CALI supports AFCA having clear guidelines on when issues can be added to complaints and how this is communicated. CALI also proposes that unreasonable behaviour rules designed to support AFCA staff should be extended to complainants’ behaviour towards staff of the financial firm.