AFCA is seeking interested Consumer and Industry Panel Members to support an Ombudsman in reaching a panel decision on complex financial complaints, particularly in relation to bank account transaction (e.g. scam) complaints and small business lending complaints. This involves providing expert services as part of a decision-making panel. Panels are made up of an Ombudsman, and one each of a Consumer and Industry expert of the relevant specialisation.
The Consumer and Industry panel members are appointed by the AFCA Board for a 3-year term to provide services as needed, on a casual basis. The decision-making commitment of a panel member will vary depending on the complexity of the complaint and the volume of complaints. This will be discussed for each panel engagement to ensure this works for you and AFCA.
Typically, you will:
- Have expertise in financial services disputes from either an industry or consumer background.
- Analyse complaints documentation (sometimes a significant volume), identify the core issues and provide an independent view based upon your experience and knowledge.
- Participate in, and prepare for, panels convened by AFCA to resolve disputes.
- Contribute to development and finalisation of written findings, such as determinations, as needed.
