AFCA installs scams chief to spearhead EDR scheme

Yasmine Raso

Senior Journalist

27 March 2026

As the Australian Financial Complaints Authority (AFCA) continues to prepare to become the Federal Government’s authorised External Dispute Resolution (EDR) scheme provider as part of its Scams Prevention Framework, the ombudsman service has gone ahead and appointed its first Chief Scams Officer, David Lacey.

Lacey brings a wealth of experience across government and industry roles in cyber and identity security, law enforcement and national security, including his founding of IDCARE, a response service based in Australia and New Zealand for victims of identity crime and scams.

As AFCA’s Chief Scams Officer, Lacey will be responsible for developing a ‘world-first’ multi-party dispute resolution scheme for scams by expanding the ombudsman’s jurisdiction to examine the role of banks, telecommunications companies and digital platforms involved in scam complaints.

AFCA Chief Executive Officer and Chief Ombudsman, David Locke, said Lacey’s appointment reflects the authority’s commitment to improving its capabilities, systems and cross-sector coordinator as required, given the EDR scheme will form a large part of the Scams Prevention Framework.

“As founder and CEO of IDCARE, David brings unparalleled experience in understanding the profound impact scams have on individuals and their families,” he said.

“David has spent years working directly with scam victims, and that perspective will be critical in shaping a scams ombudsman service that is accessible, fair and can effectively resolve complex issues involving multiple parties.

“We are bringing together scams expertise with customer-focused technology and systems so AFCA is ready for its next phase of growth and can deliver the best possible service.”

Lacey’s appointment comes amid a string of recent C-suite hires at AFCA.

“External dispute resolution will play an important role within the Scams Prevention Framework. I’m excited to build a scams ombudsman service that will consider all the parties involved in a scam and help deliver fair outcomes for consumers and firms,” Lacey said.