The role of a Rules Officer is to work with complainants and financial firms to obtain the necessary information to decide whether a complaint falls within AFCA’s jurisdiction. The role requires the analysis of complaints, identification of key issues and the requesting of documentation from complainants and financial firms to facilitate the early resolution of complaints. The role will generally manage less complex jurisdictional matters.More specifically, the role will include:
Complaint ProcessingAssess and process complaints in line with AFCA Rules and procedures.Prepare documentation for case transfer or closure, and maintain accurate records.Handle general complaint tasks including correspondence and calls.Customer Service & CommunicationLiaise with complainants and financial firms to clarify issues and outcomes sought.Update case management system (CMS) with relevant complaint details.Provide clear guidance on AFCA’s Rules, processes, and required documentation.Identify customer vulnerabilities and offer appropriate support.Complaint Management & InvestigationReview new complaints to determine jurisdiction and key issues.Communicate decisions clearly and fairly, escalating complex matters as needed.Facilitate negotiations and support consistent, transparent outcomes.Flag potential systemic issues or misconduct for further review.Collaboration & Quality AssuranceWork closely with internal teams to ensure consistent complaint handling.Support continuous improvement of service delivery.Assist and mentor less experienced staff.Seek legal advice on complex cases when required.
