Australian Financial Complaints Authority
Tricia Capuano has extensive experience in customer experience and quality management within the financial services sector, currently serving as Manager - Customer Experience at the Australian Financial Complaints Authority since October 2018. Prior to this role, Tricia worked as Quality Manager - Assurance at the Financial Ombudsman Service Australia from April 2017 to October 2018. Tricia's career also includes significant positions at Swann Insurance and CGU Insurance, where Tricia excelled in process optimization and various leadership roles in underwriting and claims management. Tricia holds a degree in Business/Commerce from the University of Ballarat and completed secondary education at Ballarat East High School.
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Australian Financial Complaints Authority
The Australian Financial Complaints Authority (AFCA) is the one-stop-shop for consumers and small businesses with a complaint about banking, credit, insurance, superannuation, investments and advice. We provide fair, independent and effective solutions for financial disputes. Established in 2018, AFCA is Australia’s only ombudsman service for the financial services sector. We work with consumers, small businesses, industry, regulators and Government, to raise standards and reduce financial disputes through innovative solutions, education and communication. We deliver to the Australian community services that are easy to use, free for complainants, efficient, timely and impartial. AFCA’s diverse workforce is made up of more than 800 team members from across Victoria and New South Wales, with expertise in dispute resolution, finance, insurance and superannuation. Our people are driven by our values to be fair and independent, transparent and accountable, honest and respectful and proactive and customer focused. We’re passionate about fairness and delivering a trusted and ethical service and excellent customer experience . Our culture and workplace reflects the diversity of those we serve. We share a vision to be a world class ombudsman service: raising standards and minimising disputes; meeting diverse community needs, and trusted by all. AFCA considers complaints that previously would have been handled by the Financial Ombudsman Service, the Credit Investments Ombudsman and the Superannuation Complaints Tribunal. Follow us for latest news, updates and to find out more about the work we do.