A customer complaint is an excellent barometer and provides incredible insights for introspection. Many organizations already have some mechanisms to analyze internal complaints data and use that as a feedback loop for continuous improvements. Although only a small percentage of internal complaints lands on an external dispute resolution scheme like

AFCA is required to operate in a way that is accessible, independent, fair, accountable, efficient and effective. Fairness requires complaints to be considered objectively and without bias, and by staff and decision-makers with appropriate expertise. AFCA is required to decide a complaint based on what is fair in all the

Below is AFCA's datacube for the period (1 July – 31 December 2019), which contains the number of complaints received, the service and product concerned, and how concerns were resolved.

While assessing complaints, the AFCA considers what is fair in all the circumstances having regard to: * legal principles, * applicable industry codes or guidance, * good industry practice and * previous relevant Determinations of AFCA or predecessor Schemes AFCA identifies the relevant legal principles and takes them into account. Legal principles are drawn

Cognitive View’s AFCA Insights is an independent service that provides insights from AFCA’s historical complaint management data. This allows firms to learn and get a deeper understanding of past and emerging complaint patterns, AFCA’s decisions making approaches, and actionable insights to support the exiting IDR processes and

Learning from claims related recent dispute trends If we look at some of the complaint trends we can observe recent claim related dispute trends. Top issues for claims dispute AFCA’s decision outcome for fraudulent claims Insurance contracts act is the top compliance failure reason for claim related disputes Resolving