The Australian Financial Complaints Authority (AFCA) is an external dispute resolution scheme for consumers who are unable to resolve complaints with member financial services organisations.

The organisation provides consumers and small businesses with fair, free and independent dispute resolution for financial complaints across credit, loans, insurance, deposits, investments and more.

AFCA has accomplished significant milestones since its establishment in 2018. The organisation has grown rapidly, with a high level strategy in place and an annual corporate plan.

What AFCA required from The Being Group was a rolling three-year strategic plan.


Seeking a company to partner with, not simply someone to write a plan, AFCA commissioned The Being Group to apply an external lens to the organisation and help guide conversations with internal stakeholders and the board.

Drawing on previous experience on similar projects, our approach followed a series of stages.

Component one was a desk study and complementary research. This entailed detailed analysis of existing strategy documents, plans, reports and internal communication. We also met with key stakeholders in preparation for component two: the strategy workshop.

The two-day planning workshop was held with executive and management members. This workshop explored risks, opportunities, performance, goals and aspirations to develop key components of the strategic plan.

Following workshop outcomes, we developed designed, on-brand drafts of the proposed strategy document for staff consultation. We then facilitated a strategic workshop with the board to discuss the proposed strategy for finalisation.


As a result of our work with AFCA, the organisation has built its capability and become stronger at strategic planning.

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