The AFSA acknowledges receipt of all complaints electronically or by post.
The AFSA will carefully assess each complaint to determine the most appropriate regulatory action, if any, to be taken. The AFSA does not generally seek commercial outcomes for complainants unless there is a public interest to be served.
The assessment may involve liaising with specialists within the AFSA, contacting witnesses, speaking with other regulators and contacting the firm or individual who is the subject of the complaint.
The AFSA aims to complete assessments within thirty (30) days of receipt of your complaint. Some assessments may take longer. Once the assessment is complete, the AFSA will provide you with a final response. The AFSA will generally not disclose any confidential information relating to the AFSA’s treatment of the complaint, including whether the AFSA commences an investigation. However, the AFSA will inform you if it intends to take no further action in respect of the complaint or suggests another course of action.
