AFIA Finance Industry Code of Practice

A message from AFIA CEO Diane Tate

AFIA is committed to advancing a world-class finance industry and our members are at theforefront of creating more efficient, competitive and innovative finance for Australians.

AFIA members participate across the entire finance industry in Australia and include banks,finance companies, vehicle and equipment financiers, vehicle and fleet providers, and fintechs thatoperate in consumer, business and commercial lending markets.

This Code is Australia’s first non-bank lending and specialist banking industry code. It sets out thestandards of practice and expected customer service outcomes for our members and reflects ourmembers' commitment to customers through the promotion of a culture of integrity, transparencyand fairness in the finance industry in Australia.

AFIA has introduced this Code to help support positive outcomes for customers and financial firmsby promoting good practices that support compliance with legal obligations, reflect customer andcommunity expectations, and strengthen trust and confidence in the finance industry.

This Code provides a framework for prudent, responsible and ethical conduct, fosterstransparency and fairness, promotes accountability and explains how our members will complywith their legal obligations. It also explains what our members will do if things go wrong, includinghow our members will manage complaints, support customers experiencing financial difficulties,and help customers experiencing vulnerability.

By adhering to this Code, our members contribute to an efficient, competitive, sustainable,inclusive and resilient finance industry, which ultimately benefits customers, financial firms and theeconomy. This Code will continue to evolve in line with industry developments and customer andcommunity expectations.