The Australian Financial Complaints Authority (AFCA) consulted on draft rules to govern the external dispute resolution (EDR) scheme in relation to the Scam Prevention Framework (SPF).
Under the recently introduced SPF, telecommunications entities who provide voice or messaging services must be members of the AFCA.
IAA’s response highlighted potential issues with the cost funding, compensation and internal dispute resolution referral rules that the AFCA should consider. We also emphasised the need for more stringent dismissal of vexatious and spurious complaints especially given the rise of AI-generated or assisted complaints, and the overall need for the rules to be applied reasonably, with due regard to the impact on small telecommunications providers.
You can read our complete response below.
