Rise in Small Businesses Complaints to AFCA Indicates Growing Concerns
Rise in Small Businesses Complaints to AFCA Indicates Growing Concerns
The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.
In the 2022-23 financial year, small businesses lodged a total of 3,807 complaints with the Australian Financial Complaints Authority (AFCA), indicating a significant increase of 9% compared to the previous year.
As a result of these complaints, small businesses received $23.4 million in compensation and refunds, marking a 16% increase from the previous financial year.
Surprisingly, despite the challenging global and domestic economic conditions, AFCA's Lead Ombudsman for Small Business, Suanne Russell, revealed that financial difficulty complaints had actually fallen by 1% to 475 complaints in 2022-23. Considering the rise in personal and corporate insolvencies, this unexpected decrease is an area that AFCA is diligently monitoring.
It is noteworthy to highlight the resilience demonstrated by small businesses post-COVID and in the current economic environment. Despite facing increased costs and higher interest rates, small businesses have remained steadfast and adaptable.
Main Concerns for Small Businesses
Business loans continued to be the most commonly complained about financial product, accounting for approximately one-third of small business complaints received by AFCA. However, there was a notable decrease of 7% in loan-related complaints compared to the previous year. Other top products that drew complaints included business transaction accounts, commercial property, credit cards, and commercial vehicles.
Shift in Small Business Complaint Issues
Service quality emerged as the predominant issue in small business complaints, although there was a 21% decrease in such complaints. The list of top complaints was further complemented by concerns regarding unauthorized transactions (including scam activity), financial firms failing to respond to assistance requests, denial of insurance claims based on exclusions or conditions, and insurance claim amounts.
AFCA's Role in Resolving Small Business Complaints
AFCA is an independent organization that provides free and impartial financial complaints resolution services for both small businesses and consumers. In the 2022-23 period, AFCA received a record-breaking 96,987 complaints, representing an unprecedented rise of 34%. While small business complaints accounted for 4% of the total complaints, the remainder predominantly originated from individual consumers.
It is worth mentioning that not all small business lenders are required to be members of AFCA. Membership is mandatory for Australian Financial Services and Australian Credit License holders, as well as a condition of codes of practice such as the Online Small Business Lenders Code. However, lenders focusing solely on small businesses are not obligated to possess an AFSL or ACL, and hence, do not need to be part of the AFCA Scheme.
Within 60 days of being lodged with AFCA, around 48% of small businesses' complaints were resolved successfully.
Having recently celebrated its fifth anniversary, AFCA has played a pivotal role in securing $106 million in compensation and refunds for small business complainants, following the registration of over 20,000 complaints.
Top 5 Products Resulting in Complaints
Business loans - 1,347 complaints (-7% change)
Business transaction accounts - 1,002 complaints (25% change)
Commercial property - 374 complaints (36% change)
Business credit cards - 304 complaints (51% change)
Please Note: We do not endorse any specific products or companies. Some content is sourced from third parties, including press releases, and may not be independently verified for accuracy or completeness.
Plenti Group Limited, a prominent Australian fintech lender, has announced a record cash profit before tax (PBT) of $30.8 million for the fiscal year ending March 31, 2026. This figure represents a remarkable 117% increase compared to the previous year, underscoring the company's robust growth and operational efficiency. - read more
In response to the Reserve Bank of Australia's (RBA) recent decision to raise the national cash rate to 4.35%, Australia's major banks have announced corresponding increases in their interest rates. This marks the third consecutive rate hike this year, bringing the cash rate back to levels last seen in early 2025. - read more
Beforepay Group, an ASX-listed financial technology company, has reported a substantial 73% increase in personal loan originations during the third quarter of the 2026 fiscal year. This growth underscores the rising consumer demand for accessible and flexible financial solutions in Australia. - read more
Getting a loan approved can be a critical step in achieving your financial goals, whether it's buying a home, starting a business, or consolidating debt. However, the loan approval process can often be complex and challenging, with many Australians facing difficulties in securing the loans they need. - read more
Understanding what a credit score is and its importance is crucial for anyone seeking a personal loan. A credit score is a numerical representation of your creditworthiness, typically ranging from 0 to 1200 in Australia, provided by credit reporting agencies. - read more
Have you ever heard the term loan refinancing and wondered what it actually means? Simply put, refinancing a loan involves replacing your current loan with a new one, typically to take advantage of better terms, such as lower interest rates or different repayment conditions. - read more
Need Help Finding a Loan?
Find out now if you qualify and compare
rates, offers and options from multiple lenders - without a credit check!
All finance quotes are provided free (via our secure server) and without obligation. We respect
your
privacy.
Knowledgebase
Bull Market: A market condition where the prices of securities are rising, or are expected to rise.
No comments yet. Be the first to share your thoughts.