The Australian Financial Complaints Authority, the free external complaints body for superannuation and insurance disputes.
Where an internal review fails, a complaint can be made to AFCA. It can substitute its own decision for the trustee’s, including directing that a benefit be paid. It is slow, largely due to high case volumes and the time needed to work through detailed medical and financial evidence. The outcome depends heavily on the file that was built earlier during the claims process, which is why the evidence is gathered before the complaint is lodged.