Compensation caps and monetary limits adjusted
On 8 January 2024, the Australian Financial Complaints Authority (AFCA) announced adjustments to its monetary limits and compensation caps for complaints.
Covered in the new limits are:
- the maximum value of a claim for compensation AFCA can consider
- the maximum amount AFCA can award a consumer or small business for complaints about banking and finance, general insurance, life insurance and investments and advice.
Known as the monetary restriction on AFCA’s jurisdiction, under the new limits, AFCA can consider disputes where the amount being claimed by a consumer does not exceed $1,263,000 or where the credit facility does not exceed $6,317,000 for small businesses and primary producers.
Additionally, there is a limit on the amount of compensation AFCA can order, per claim and the limits vary based on the type of claim.
The changes apply to all complaints received by AFCA from 1 January 2024.
Under the AFCA Rules, AFCA is required to adjust its monetary limits every three years, in line with the higher of the percentage increase in the Consumer Price Index and the Male Total Average Weekly Earnings.
Record complaints received in a calendar year
On 9 January 2024, AFCA announced that in 2023, it recorded over 100,000 complaints in a calendar year for the first time, which was an increase of 23% on 2022.
Highlights from the media release include:
- 8,987 complaints relating to scams were registered, almost double those registered in 2022
- Complaints involving financial hardship totalled 5,396, up 29% on the previous year
- $304 million in compensation was secured by complainants, which is 38% higher than in 2022.
In 2023, the top five products complained about were:
- Personal transaction accounts (64 per cent increase)
- Credit cards (33 per cent increase)
- Comprehensive vehicle insurance (39 per cent increase)
- Home building insurance (8 per cent decrease)
- Home loans (17 per cent increase).