Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

AFCA is seeking interested persons for potential appointment to our decision-making Panels as either a Consumer Representative or Industry Representative, with experience in the Investments and Advice industry. Our Panels are involved in decision making on our more complex investment and advice disputes.

The role involves making decisions as part of a Panel in accordance with the relevant Rules. Each Panel is comprised of an independent Ombudsman, a Consumer Representative and an Industry Representative of the relevant discipline.

The AFCA Board will periodically make appointments of both Consumer and Industry Representatives in response to business needs and objectives. These appointments are casual, and the time commitment required of successful candidates will be based on workflow needs and decision-making requirements for AFCA disputes. The term of each sessional appointment is from 1-3 years and may be renewed.

Typically, in this role you will:

• Act as a Panel Member in disputes within the limits as determined in the AFCA rules and guidelines
• Read relevant dispute files and take an independent view based upon your experience and knowledge
• Contribute to the decision-making process and drafting of determinations
• Identify and report to the Lead Ombudsman member conduct which may require notification to ASIC or other industry bodies

To be successful in this role, you’ll come equipped with:

• Extensive experience in the Investments and Advice sector with a track record of significant achievements in your profession
• Knowledge of issues and laws pertaining to the financial services industry or its consumers and to External Dispute Resolution schemes
• Capacity to act independently, objectively and experience as a decision maker
• Ability to effectively communicate and write clearly and accessibly
• Strong analytical and problem-solving skills that will allow you to get to the heart of complex disputes in order to achieve outcomes in a timely and fair manner

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at Careers@afca.org.au.

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.