AFCA Determinations Tracker
Firms lost — of the — determinations coded so far, either in full or in part. Coding is — complete for the determinations downloaded, and runs from the newest backwards, so older years fill in over time.
Coding progress by financial year
Determinations downloaded from AFCA, and how many of them have been coded. Financial years run July to June.
Who won, by financial year
Share of coded determinations by outcome. Years with no coded determinations are left out.
Product lines
Coded determinations by product line, with the share where the complainant won in full or part.
| Product line | Determinations | Complainant won | Awarded | Non-financial loss per determination | Awarded per determination |
|---|
Products within each line
Each product line split into the kind of product the complaint was about, such as income protection or TPD cover within life insurance. Share with an award counts determinations that ordered a dollar amount; the typical award is the median of those amounts.
Products are grouped from the description in each determination. Insurance held through a super fund sits under Superannuation, so TPD and income protection appear in both lines.
Repeat issues
How many coded determinations raised each issue, primary or secondary. The label at the end of each bar gives the share the complainant won.
What AFCA ordered
Coded determinations by remedy ordered. A determination can order several remedies.
What goes with a complainant win
The complainant win rate for determinations tagged with each issue or subject, compared with the average across all coded determinations (—). The ± figure is a 95% margin on the win rate. Non-financial loss and amounts awarded are averaged over every determination with that tag, including ones the firm won.
AFCA doesn't publish complaints broken down by issue, so this can't show whether an issue makes a complaint more likely to reach a determination. The firms table shows that rate by firm instead (per 1,000 complaints).
Issue combinations
How often a primary issue comes with each secondary issue or subject, and how those determinations end. Share of primary is the share of determinations with that primary issue that also have the second tag. Combinations with fewer than 20 determinations are left out.
Primary and secondary issue
Primary issue and subject
Firms and groups
Each row is a parent group where one is mapped, otherwise the firm. Won vs peers compares the firm's complainant win rate with what its mix of product lines would predict. Non-financial loss per determination is averaged over all its determinations, including ones it won, and is shown in red where it is at least 1.5 times the peer average. AFCA complaints come from the AFCA Datacube, July 2021 to August 2026. Determinations per 1,000 complaints shows how often a firm's complaints end in a determination, and it rises as more cases are coded.
Only firms with 10 or more coded determinations are listed. Click a name to open its profile below. A blank complaints figure means the firm hasn't been matched to the Datacube yet.
Firm profile
One firm or group compared with peers that handle the same products. Each peer figure takes the firm's own mix of products and applies what other firms got in each, so a funeral insurer is compared with funeral cover and a life insurer with income protection, TPD and so on. Pick a firm here or click its name in the firms table.
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Product mix against peers
| Product | Determinations | Share of the firm's | Complainant won | Peers | Awarded per determination | Peers |
|---|
Largest awards
| Determination | Product | Decided | Awarded |
|---|
By financial year
| Year | Determinations | Complainant won | Awarded |
|---|
Issues that come up more than at peers
| Issue or subject | Type | Determinations | × peers | Complainant won |
|---|
Profiles cover firms with 20 or more coded determinations. Peer figures use products where other firms have at least 10 determinations. A dollar award is only counted when the determination states an amount, so products settled by reinstating ongoing benefits, like income protection, show low awards even when the complainant wins.
Repeat issues at the same firm
Issues and subjects that come up at a firm more often than at its peers. Peer share is what you'd expect from the firm's mix of product lines; × peers is the firm's share divided by that. Years seen counts the financial years with at least one such determination.
Covers firms with 30 or more coded determinations, and issues or subjects in at least 10 of them. Peers are matched on product line only, so specialists, such as travel insurers, stand out for their specialty.