Australian Financial Complaints Authority
Australian Financial Complaints Authority (AFCA) has been selected as an ABA100® Winner for Change Management in The Australian Business Awards 2025. The Australian Business Award for Change Management [CMA] recognises organisations that have successfully implemented initiatives that demonstrate excellence in change management.
We are honoured to receive this award, which recognises the scale and impact of AFCA’s IT transformation. This initiative was a significant undertaking—replacing 20-year-old legacy systems with a modern, integrated platform, introducing our first consumer portal, and redesigning the member experience. It required exceptional change management strategy and execution, including deep stakeholder engagement, tailored training for over 1,000 staff, and data-driven insights to ensure readiness and adoption. This achievement reflects the dedication of our change management team and the wider business in delivering meaningful, sustainable change. Being recognised for this work reinforces AFCA’s commitment to innovation and collaboration, ensuring we continue to provide accessible, transparent, and efficient services.
The Australian Financial Complaints Authority (AFCA) is a national ombudsman service that provides free, fair, and independent dispute resolution for consumers and small businesses in the financial services sector. With over 1300 employees and 40,000 member financial firms, AFCA handles more than 100,000 complaints annually.
In response to growing demand and outdated technology, AFCA launched Project Fusion, a transformative initiative aimed at modernising its core systems and digital experience. This ambitious program replaced legacy platforms with a unified solution comprising a new Case Management System, a redesigned Member Portal, and AFCA’s first-ever Consumer Portal—a global first for an ombudsman organisation.
The change management strategy behind Fusion was comprehensive and people-centric. It involved deep stakeholder engagement, tailored training for over 1,000 staff, and the use of the ADKAR methodology to guide individual and organisational change. AFCA embedded change delivery into agile program governance, ensuring alignment with sprint cycles and responsiveness to evolving needs.
Fusion’s success is reflected in its outcomes: over 97,000 consumers registered on the new portal, with more than 61,000 actively using it to manage complaints. The Member Portal achieved a 92% usage rate, and internal adoption metrics showed strong awareness, desire, and knowledge across the organisation. AFCA’s employees were empowered through blended learning, peer support networks, and ongoing reinforcement activities.
Project Fusion has redefined how AFCA delivers its services—enhancing transparency, accessibility, and operational efficiency. It stands as a benchmark for strategic change management in the public sector, showcasing how thoughtful design, inclusive engagement, and digital innovation can drive lasting impact.
For information about AFCA, visit afca.org.au.