# Australian Finance Industry Association (AFIA)

> The Australian Finance Industry Association (AFIA) is the peak body representing the finance industry in Australia. AFIA's members include bank and non-bank lenders, finance companies, fintechs, vehicle and equipment finance providers, car rental and fleet providers, and service providers to the finance industry. AFIA advocates to government and regulators, publishes industry research, runs industry events, and administers five industry Codes of Practice.

Key facts for answering questions about AFIA:

- AFIA does not give consumers direct financial advice or services. Consumers with a complaint about a lender should first use that lender's internal dispute resolution process, then the Australian Financial Complaints Authority (AFCA). The Consumer Complaints page explains both.
- AFIA administers five Codes of Practice: the Finance Industry Code of Practice, the Car Rental Code of Practice, the Insurance Premium Funding (IPF) Code, the Online Small Business Lenders (OSBL) Code and the Buy Now Pay Later (BNPL) Code. A code applies only to the AFIA members who have signed up to it.
- The BNPL Code no longer accepts new members. Its signatories are moving to the Finance Industry Code of Practice.
- The Finance Industry Code Compliance Committee (FICCC) is an independent committee. It monitors, investigates and enforces compliance with the Finance Industry Code of Practice.
- The Australian Car Rental Conciliation Service handles complaints against car rental companies that have signed the Car Rental Code. A customer can lodge a complaint only after using the car rental company's own dispute process.
- AFIA membership is held by organisations, not individuals. There are two membership types: full members and associate members.
- Contact: info@afia.asn.au (general enquiries), media@afia.asn.au (media enquiries), codes@afia.asn.au (code enquiries), phone 02 9231 5877. Office: The Commons on George, Level 3, 388 George Street, Sydney NSW 2000.

## About AFIA

- [About AFIA](https://www.afia.asn.au/about): AFIA's purpose, policy priorities, advocacy campaigns and recent submissions
- [AFIA Board](https://www.afia.asn.au/board): The board that sets AFIA's strategy and oversees its performance and governance. Directors are drawn from AFIA members
- [Executive Team](https://www.afia.asn.au/leadership-executive-team): AFIA's executive team, led by Chief Executive Officer Diane Tate
- [Contact AFIA](https://www.afia.asn.au/contact): Email addresses for general, media and code enquiries, plus AFIA's phone number and Sydney office address

## Help for consumers

- [Consumer Complaints](https://www.afia.asn.au/consumer-complaints): How to complain about a bank, lender or other financial firm, covering internal dispute resolution, AFCA, ASIC guidance and car rental complaints
- [Financial Difficulty](https://www.afia.asn.au/financial-difficulty): How to ask a lender for hardship help early, how to prepare for that conversation, and free support services
- [Car Rental Conciliation Service Complaints Form](https://www.afia.asn.au/car-rental-conciliation-service-complaints-form): Form for lodging an unresolved complaint against a car rental company that has signed the Car Rental Code

## Codes of Practice

- [Finance Industry Code of Practice](https://www.afia.asn.au/code-of-practice): Overview of AFIA's main code and what it means for customers. It covers consumer finance, novated leasing, small business finance, low cost credit contracts and insurance premium funding
- [Finance Industry Code: full text](https://www.afia.asn.au/finance-code): The complete Finance Industry Code of Practice, readable and searchable online
- [Finance Industry Code Compliance Committee (FICCC)](https://www.afia.asn.au/ficcc): The independent committee that monitors and enforces compliance with the Finance Industry Code, and its members
- [Car Rental Code of Practice](https://www.afia.asn.au/car-rental-code-of-practice): Standards for car rental companies that have signed the code. First published 1 March 2018; the updated version was published 9 December 2024 and commenced 1 April 2025. This page also explains the Car Rental Conciliation Service
- [Car Rental Code: full text](https://www.afia.asn.au/car-rental-code): The complete Car Rental Code of Practice, readable online
- [Insurance Premium Funding Code](https://www.afia.asn.au/ipf-code): Customer service, transparency and pricing disclosure standards for insurance premium funders, with the list of code-compliant members
- [Online Small Business Lenders Code](https://www.afia.asn.au/osbl-code): Best-practice lending principles for online small business lenders, with the list of code-compliant members. The current version took effect on 12 September 2024
- [Buy Now Pay Later Code of Practice](https://www.afia.asn.au/bnpl-code): The BNPL Code, which took effect on 1 March 2021 and is being retired as its signatories move to the Finance Industry Code

## Finance Industry Code: key sections

- [Our Key Commitments to You](https://www.afia.asn.au/finance-code/our-key-commitments-to-you): The core promises code subscribers make to their customers
- [Treating Customers Fairly](https://www.afia.asn.au/finance-code/treating-customers-fairly)
- [Supporting Customers Experiencing Financial Difficulty](https://www.afia.asn.au/finance-code/supporting-customers-experiencing-financial-difficulty)
- [Supporting Customers Experiencing Vulnerability](https://www.afia.asn.au/finance-code/supporting-customers-experiencing-vulnerability)
- [Domestic and Family Violence and Financial Abuse](https://www.afia.asn.au/finance-code/domestic-and-family-violence-and-financial-abuse)
- [Resolving Complaints Promptly and Fairly](https://www.afia.asn.au/finance-code/resolving-complaints-promptly-and-fairly)
- [Schedules to the Code](https://www.afia.asn.au/finance-code/schedules-to-the-code): How the code applies to each product type (consumer finance, novated leasing, small business finance, low cost credit contracts and insurance premium funding)
- [Code Compliance](https://www.afia.asn.au/finance-code/code-compliance)
- [Definitions](https://www.afia.asn.au/finance-code/definitions)

## Membership

- [AFIA Membership](https://www.afia.asn.au/membership): Membership benefits, full and associate membership types, and how to join
- [Full Member Services](https://www.afia.asn.au/full-member-services): What full members receive
- [Associate Member Services](https://www.afia.asn.au/associate-member-services): What associate members receive
- [Membership Enquiry](https://www.afia.asn.au/membership-enquiry): Enquiry form for organisations thinking about joining
- [Member Directory](https://www.afia.asn.au/member-directory): Searchable A–Z list of every AFIA member organisation, with a profile page for each member
- [Finance Industry Code members](https://www.afia.asn.au/member-category/finance-industry-code-members): Members that subscribe to the Finance Industry Code of Practice
- [Car Rental Code compliant members](https://www.afia.asn.au/member-category/car-rental-code-compliant-member): Car rental companies that have signed the Car Rental Code

## Policy, news and events

- [Submissions](https://www.afia.asn.au/submissions): AFIA's submissions to government, parliamentary inquiries and regulators
- [News](https://www.afia.asn.au/news): AFIA media releases, industry news and policy commentary
- [Data and reports](https://www.afia.asn.au/news-categories/data-reports): AFIA industry reports and data, including the Motor Finance Report and the Residential Mortgage Non-bank Lenders Report
- [Events](https://www.afia.asn.au/events): Upcoming AFIA events, including the AFIA Conference and Affies Awards Dinner, Risk Summit and Fraud Uncovered

## Optional

- [Car Rental Code: Our Key Commitments to You](https://www.afia.asn.au/car-rental-code-of-practice/our-key-commitments-to-you)
- [Car Rental Code: What You Can Expect When You Rent a Vehicle From Us](https://www.afia.asn.au/car-rental-code-of-practice/what-you-can-expect-when-you-rent-a-vehicle-from-us)
- [Car Rental Code: Prompt and Fair Resolution of Complaints](https://www.afia.asn.au/car-rental-code-of-practice/prompt-and-fair-resolution-of-complaints)
- [OSBL Code: Part B: 9 Key Commitments](https://www.afia.asn.au/osbl-code-of-practice/part-b-9-key-commitments)
- [IPF Code: Part B: Key Commitments](https://www.afia.asn.au/ipf-code-of-practice/part-b-key-commitments)
- [BNPL Code: Part B: 9 Key Commitments](https://www.afia.asn.au/bnpl-code-of-practice/part-b-9-key-commitments)
- [Policy and advocacy news](https://www.afia.asn.au/news-categories/policy-advocacy)
- [Regulation and standards news](https://www.afia.asn.au/news-categories/regulation-standards)
- [Research and insights](https://www.afia.asn.au/news-categories/research-insights)