Upcoming webinar

AFCA: Approach & Processes

Tuesday 11 August 2026

12pm – 1pm AEST

Up to 1 CPD hours available 

Register now

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Session Overview

Gain practical insight into how the Australian Financial Complaints Authority (AFCA) manages complaints and disputes involving financial firms. This webinar provides an end-to-end overview of AFCA’s approach, covering jurisdiction, complaint registration and referral, internal dispute resolution requirements, case management, conciliation and negotiation processes, investigations, and decision-making pathways. Learn what AFCA considers at each stage, common misconceptions about jurisdiction and merit, and how effective early dispute resolution can improve outcomes for both firms and clients. Designed to help advisers better understand the process and confidently navigate complaints when they arise.

Meet your speakers

Eunice Sim

Senior Manager of Investment and Advice – AFCA

Eunice is Senior Manager, Investments & Advice, leading operations for Investments & Advice case management teams.  Eunice is a transformation and operations leader recognised for delivering change in complex legal and regulatory environment, maximising efficiency and sustained stakeholder trust. Eunice leads portfolio level restructures, workforce planning and process redesigns that strengthen governance and enables performance acceleration. 

Eunice has over 25 years’ experience in legal, litigation, regulatory enforcement and investigations in financial services industry, having gained across various private legal practice, Australian Securities and Investments Commission, and now AFCA.  Eunice is solicitor admitted to NSW Supreme Court, Federal Court of Australia and High Court. Eunice holds Bachelor of Business /Law (Honours) (University of Technology Sydney) and Graduate diploma on Corporate, Finance and Securities Law (Sydney University).

Tim Goss

THead of Service Delivery (Operational Capacity) – AFCA

Tim Goss is Head of Service Delivery – Operational Capacity at AFCA, leading operations for Investments and Advice complaints and scale event complaints. With more than 25 years’ experience across financial services and dispute resolution, Tim specialises in leading complex complaint environments, building scalable operations and driving practical outcomes for consumers and industry. He has held senior roles across AFCA, the Financial Ombudsman Service and Westpac and holds an Executive MBA from Melbourne Business School and a Bachelor of Accounting from the University of South Australia.