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Drawer 08 · Insurance & super

AFCA called it “complex”. It is not.

AFCA’s own guideline names who gets moved to the front: hardship, family violence, a firm that failed to respond. Hold it to its list.

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Our ref
Your ref [their reference]
Date today
Template 08 · sent by the applicant in their own name
[your full name] · today

Subject: [their reference] — please reclassify: this complaint is not complex, and meets your own criteria for expedition

Hello,

Please reclassify my complaint [their reference]. It has been assessed as complex. It is not.

  1. One firm, [the agency]. One issue: [what happened].
  2. Rule A.13.1 lists what makes a complaint need an Ombudsman or Panel: complexity, size of loss, systemic issue, new issues of law, efficiency. None applies. There is no conflicting evidence; there is one account, uncontradicted.
  3. Your Operational Guidelines at A.8.2, “When will AFCA proceed immediately to determine a complaint?”, list the complaints you expedite: a complainant in financial hardship; a victim of family violence; a firm that has failed to respond. Documents for each that applies to me are attached.

The criteria that fit this complaint are your expedition criteria, not your complexity criteria. Please reclassify it as standard, or refer it directly to Determination under A.8.2.

Thank you,
[your full name]
today

Drafting Millwork supplied the template and letterhead only. It is not a law firm, does not act for the sender, and is not a party to this matter. The sender writes in their own name. draftingmillwork.com · This letter is sent by [your full name] and is not legal advice.