AFCA is looking for Consumer Panel Members

About AFCA

AFCA is Australia’s ombudsman for financial complaints. AFCA assists consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. We are impartial and independent. AFCA does not act for either party to advocate their position. If a complaint does not resolve between the parties, AFCA decides an appropriate outcome.

About the opportunity

AFCA is seeking interested consumer representatives to support our ombudsman in panel decision-making on complex financial complaints. This involves providing specialist and technical expertise as part of a decision-making panel. Panels are comprised of an ombudsman, consumer and industry representative.  Panel members are expected to assist AFCA ombudsman in their assessment of good industry practice and service delivery.

Consumer representatives are appointed by the AFCA Board for a three-year term to provide services as needed. Appointments are sessional, and the time commitment may vary depending on AFCA’s workloads.

Typically, you will provide:

  • Consumer specialist skills and expertise in the provision of financial services, the law, medico-legal or actuarial services, or alternative dispute resolution.
  • Analytical and critical thinking to assess and determine complaints, identify core issues
  • Independent and impartial assessment based upon your experience and knowledge
  • The ability to engage in complex decision making within a legal environment
  • Experience in preparing written findings in a decision-making context

About you

To be successful in providing services, you’ll come equipped with:

  • Extensive experience in either consumer law and advocacy or representing consumer interests with strong consumer networks, banking and finance, investments and advice, insurance, life insurance, medical indemnity insurance, superannuation, stockbroking, derivatives, markets, and cryptocurrency and traditional trustees.
  • Knowledge of financial services law and industry practice, alternative dispute resolution, or administrative decision-making.
  • Knowledge of current issues affecting the financial services sector
  • A strong track record of resolving complex issues independently and objectively
  • Ability to effectively communicate and write clearly and accessibly
  • Strong analytical and problem-solving skills to establish core of a complex issue and pragmatic approach to achieve fair and timely outcomes

To apply

To apply, please visit and submit your resume and cover letter. Please indicate in your cover letter whether you wish to be considered for a Consumer Representative and your area of specialisation.

Expressions of interest will be accepted until Friday 20 August 2021.

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