Teams at Australian Financial Complaints Authority (AFCA)

Review and investigate consumer and small-business insurance complaints, gather information from parties, apply AFCA complaint resolution criteria and legal/industry guidance, use alternative dispute resolution and negotiation where possible, and prepare plain-English preliminary assessments and draft decisions to resolve disputes fairly and efficiently.

Lead design and delivery of an enterprise learning strategy for the Scams Prevention Framework. Conduct training needs analysis, design and deliver face-to-face, virtual and hybrid learning, create eLearning, videos, guides and toolkits, partner with SMEs, and drive continuous improvement to enable behaviour change.

Provide specialist, on-demand adjudication of life insurance disputes as a board-appointed Sessional Ombudsman. Review complex cases, exercise independent judgment, make well-reasoned decisions, communicate outcomes to stakeholders, and uphold impartiality and procedural fairness. Engagements are flexible in duration and require substantial senior legal and insurance experience.