Govt expands AFCA role in scam resolution

Binaya Dahal

Journalist

10 June 2026

The Australian Financial Complaints Authority (AFCA) will take on an expanded role in scam dispute resolution after the federal government broadened its jurisdiction under the Scams Prevention Framework (SPF).

The arrangement announced on Tuesday brings banks, telcos and digital platforms into a single external dispute resolution (EDR) scheme and positions AFCA as the one-stop-shop to handle scam-related complaints that consumers cannot resolve through internal processes with their providers.

Upon authorisation, the authority has urged designated lenders, telecommunications providers and online platforms to become its members ahead of the commencement of scam complaint handling under the new framework on 31 March 2027.

AFCA acting chief executive and chief ombudsman Dr June Smith said the organisation would use its existing dispute resolution experience to build the new function.

“We have significant experience handling complex complaints at scale, and we will use that experience to build an effective and accessible service,” she said.

“We recognise the size of the task and look forward to working closely with all stakeholders to deliver a robust, fair and efficient dispute resolution process.”

AFCA has also appointed David Lacey as its inaugural chief scams officer to oversee the establishment of the new scam dispute function. He said scams were becoming more sophisticated and were causing growing financial and emotional harm.

“Scams are one of the most significant issues affecting consumers today. They are increasingly sophisticated and leave people facing devastating financial and emotional consequences,” Lacey said.

“We recognise the complex nature of modern scams and the need for fair outcomes for victims and the organisations involved. We look forward to welcoming new members to AFCA.”