{"id":835,"date":"2026-10-07T12:30:55","date_gmt":"2026-10-07T01:30:55","guid":{"rendered":"https:\/\/nexiant.ai\/resources\/blogs\/?p=835"},"modified":"2026-10-07T12:48:06","modified_gmt":"2026-10-07T01:48:06","slug":"scam-complaints-evidence-trail-spf","status":"publish","type":"post","link":"https:\/\/nexiant.ai\/resources\/blogs\/scam-complaints-evidence-trail-spf\/","title":{"rendered":"Scam Complaints Will Test Your Evidence Trail Before March 2027"},"content":{"rendered":"\n<!--\nNexiant blog: Scam Complaints Will Test Your Evidence Trail Before March 2027\nPaste into a WordPress Custom HTML block. 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}\n  .nx-cta a:hover { background: #A30000; }\n  .nx-divider { border: none; border-top: 1px solid #e0e7f5; margin: 2rem 0; }\n  .nx-disclaimer { font-size: 0.8rem; color: #888; font-style: italic; text-align: center; margin-top: 1.5rem; }\n\n  @media (max-width: 720px) {\n    .nx-flow { grid-template-columns: 1fr; }\n    .nx-flow-step::after { content: \"\u2193\"; right: 50%; top: auto; bottom: -18px; transform: translateX(50%); }\n    .nx-stack-layer { flex-direction: column; }\n  }\n<\/style>\n\n<div class=\"nx-blog\">\n\n  <div class=\"nx-hero\">\n    <span class=\"nx-tag\">Regulatory Strategy &nbsp;\u00b7&nbsp; October 2026 &nbsp;\u00b7&nbsp; Australia<\/span>\n    <p class=\"nx-meta\">AFCA will hear Scams Prevention Framework complaints from March 2027. What banks, telcos and digital platforms should be able to show across fraud and identity controls.<\/p>\n  <\/div>\n\n  <p><strong>Scams Prevention Framework evidence<\/strong> will be tested from March 2027. Australia&#8217;s Scams Prevention Framework (SPF) puts banks, telecommunications providers and digital platforms inside one complaints system for the first time. Regulated entities in those sectors had to be members of the Australian Financial Complaints Authority (AFCA) from 1 September 2026, and AFCA has consulted on the rules it proposes to use for SPF scam complaints from 31 March 2027, the date most framework obligations also begin.<\/p>\n  <p>Much of the commentary has focused on compensation limits. For fraud and risk leaders, the more immediate issue is evidential. An SPF scam complaint is likely to involve several organisations, and each will need to show what its own controls did at each point in the scam. If that evidence is spread across fraud, identity, payments and complaints systems that were never designed to be read together, it will be slow to assemble and easy to contest.<\/p>\n  <p>This article separates what is settled from what is still proposed, then maps the records your controls should already be leaving behind. It is general information, not legal advice.<\/p>\n  <div class=\"nx-media\">\n    <img decoding=\"async\" src=\"data:image\/svg+xml,%3Csvg%20xmlns='http:\/\/www.w3.org\/2000\/svg'%20width='820'%20height='460'%20viewBox='0%200%20820%20460'%3E%3Cdefs%3E%3ClinearGradient%20id='bg'%20x1='0'%20y1='0'%20x2='1'%20y2='1'%3E%3Cstop%20offset='0'%20stop-color='%2300184C'\/%3E%3Cstop%20offset='1'%20stop-color='%23073EA1'\/%3E%3C\/linearGradient%3E%3C\/defs%3E%3Crect%20width='820'%20height='460'%20rx='22'%20fill='url(%23bg)'\/%3E%3Ctext%20x='410'%20y='70'%20text-anchor='middle'%20font-family='Arial,%20sans-serif'%20font-size='30'%20font-weight='700'%20fill='%23ffffff'%3EOne%20scam,%20many%20records%3C\/text%3E%3Crect%20x='86'%20y='132'%20width='165'%20height='92'%20rx='18'%20fill='%23ffffff'%20opacity='0.92'\/%3E%3Crect%20x='328'%20y='132'%20width='165'%20height='92'%20rx='18'%20fill='%23ffffff'%20opacity='0.88'\/%3E%3Crect%20x='570'%20y='132'%20width='165'%20height='92'%20rx='18'%20fill='%23ffffff'%20opacity='0.84'\/%3E%3Crect%20x='207'%20y='272'%20width='165'%20height='92'%20rx='18'%20fill='%23ffffff'%20opacity='0.86'\/%3E%3Crect%20x='449'%20y='272'%20width='165'%20height='92'%20rx='18'%20fill='%23ffffff'%20opacity='0.90'\/%3E%3Ccircle%20cx='168'%20cy='162'%20r='16'%20fill='%23073EA1'\/%3E%3Ccircle%20cx='410'%20cy='162'%20r='16'%20fill='%23073EA1'\/%3E%3Ccircle%20cx='652'%20cy='162'%20r='16'%20fill='%23073EA1'\/%3E%3Ccircle%20cx='290'%20cy='302'%20r='16'%20fill='%23073EA1'\/%3E%3Ccircle%20cx='531'%20cy='302'%20r='16'%20fill='%23073EA1'\/%3E%3Ctext%20x='168'%20y='198'%20text-anchor='middle'%20font-family='Arial,%20sans-serif'%20font-size='17'%20font-weight='700'%20fill='%2300184C'%3EPlatform%3C\/text%3E%3Ctext%20x='410'%20y='198'%20text-anchor='middle'%20font-family='Arial,%20sans-serif'%20font-size='17'%20font-weight='700'%20fill='%2300184C'%3ETelco%3C\/text%3E%3Ctext%20x='652'%20y='198'%20text-anchor='middle'%20font-family='Arial,%20sans-serif'%20font-size='17'%20font-weight='700'%20fill='%2300184C'%3EBank%3C\/text%3E%3Ctext%20x='290'%20y='338'%20text-anchor='middle'%20font-family='Arial,%20sans-serif'%20font-size='17'%20font-weight='700'%20fill='%2300184C'%3EIdentity%3C\/text%3E%3Ctext%20x='531'%20y='338'%20text-anchor='middle'%20font-family='Arial,%20sans-serif'%20font-size='17'%20font-weight='700'%20fill='%2300184C'%3EComplaints%3C\/text%3E%3Ctext%20x='410'%20y='410'%20text-anchor='middle'%20font-family='Arial,%20sans-serif'%20font-size='20'%20font-weight='600'%20fill='%23AEC9FF'%3EEvidence%20across%20the%20scam%20event%3C\/text%3E%3C\/svg%3E\" alt=\"Scams Prevention Framework evidence visual showing a scam event across platform, telecommunications and banking controls, and the evidence each control should record\" loading=\"lazy\" width=\"820\" height=\"460\">\n    <p class=\"nx-caption\">A scam event can cross a digital platform, a telecommunications provider and one or more banks. Each control along the way should leave a record that can be linked to the same event.<\/p>\n  <\/div>\n  <div class=\"nx-flow\">\n    <div class=\"nx-flow-step\">\n      <div class=\"nx-flow-number\">1<\/div>\n      <h4>Lure or contact<\/h4>\n      <p>A platform or telco carries the advertisement, call or message.<\/p>\n    <\/div>\n    <div class=\"nx-flow-step\">\n      <div class=\"nx-flow-number\">2<\/div>\n      <h4>Account and session<\/h4>\n      <p>Identity, due diligence and fraud signals are generated before payment.<\/p>\n    <\/div>\n    <div class=\"nx-flow-step\">\n      <div class=\"nx-flow-number\">3<\/div>\n      <h4>Payment and warning<\/h4>\n      <p>Authentication outcomes, warnings and customer acknowledgements are recorded.<\/p>\n    <\/div>\n    <div class=\"nx-flow-step\">\n      <div class=\"nx-flow-number\">4<\/div>\n      <h4>Intervention and complaint<\/h4>\n      <p>Holds, calls, recovery attempts and dispute steps follow.<\/p>\n    <\/div>\n  <\/div>\n  <div class=\"nx-callout\">\n    <div class=\"nx-callout-title\">Quick answer<\/div>\n    <p>AFCA has consulted on rules to hear Scams Prevention Framework complaints from 31 March 2027, and a single complaint may involve a platform, a telecommunications provider and one or more banks. Each entity will need to show what its own controls did, and when. Linking fraud, identity, payments and complaints records to one scam event makes that evidence faster to assemble and harder to contest.<\/p>\n  <\/div>\n\n  <h2 id=\"what-is-settled-and-what-is-still-proposed\"><span class=\"ez-toc-section\" id=\"What_is_settled_and_what_is_still_proposed\"><\/span>What is settled and what is still proposed<span class=\"ez-toc-section-end\"><\/span><\/h2>\n  <p>Some parts of the framework are in place, while others are still being consulted on or developed. ASIC&#8217;s <a class=\"nx-inline-link\" href=\"https:\/\/www.asic.gov.au\/regulatory-resources\/scams\/scams-prevention-framework\" target=\"_blank\" rel=\"noopener\">Scams Prevention Framework overview<\/a> summarises the commencement dates.<\/p>\n  <div class=\"nx-table-wrap\">\n    <table class=\"nx-table\">\n      <thead>\n        <tr>\n          <th>Element<\/th>\n          <th>Position<\/th>\n          <th>Status<\/th>\n        <\/tr>\n      <\/thead>\n      <tbody>\n        <tr>\n          <td><strong>AFCA membership<\/strong><\/td>\n          <td>Entities in banking, telecommunications and digital platforms that provide a regulated service had to be AFCA members from 1 September 2026. Most SPF obligations start on 31 March 2027.<\/td>\n          <td><span class=\"nx-badge nx-badge--blue\">Settled<\/span><\/td>\n        <\/tr>\n        <tr>\n          <td><strong>External dispute resolution<\/strong><\/td>\n          <td>AFCA has been the authorised external dispute resolution (EDR) scheme for SPF complaints since 1 July 2026.<\/td>\n          <td><span class=\"nx-badge nx-badge--blue\">Settled<\/span><\/td>\n        <\/tr>\n        <tr>\n          <td><strong>AFCA scam rules<\/strong><\/td>\n          <td>AFCA&#8217;s consultation on its proposed scam rules ran from 31 August to 28 September 2026. AFCA expects to publish final rules in early 2027, subject to ASIC approval.<\/td>\n          <td><span class=\"nx-badge nx-badge--red\">Proposed<\/span><\/td>\n        <\/tr>\n        <tr>\n          <td><strong>Compensation limit<\/strong><\/td>\n          <td>The proposed limit for direct financial loss is $1,263,000 per scam complaint. It would apply once per scam regardless of how many regulated entities are involved, and AFCA could apportion an award between them.<\/td>\n          <td><span class=\"nx-badge nx-badge--red\">Proposed<\/span><\/td>\n        <\/tr>\n        <tr>\n          <td><strong>Sector codes and SPF rules<\/strong><\/td>\n          <td>Still being developed by government. Treasury&#8217;s earlier exposure draft rules included internal dispute resolution and record-keeping requirements, and a government position paper proposed automatic reimbursement of verified losses below $3,000 and equal sharing of liability between entities found to have breached their obligations.<\/td>\n          <td><span class=\"nx-badge nx-badge--red\">In development<\/span><\/td>\n        <\/tr>\n      <\/tbody>\n    <\/table>\n  <\/div>\n  <p>Any of the proposed elements may change. The evidence question does not depend on the final numbers, which is why it is worth working on now.<\/p>\n\n  <h2 id=\"why-Multi-Party-Complaints-Change-the-Evidence-Problem\"><span class=\"ez-toc-section\" id=\"Why_multi-party_complaints_change_the_evidence_problem\"><\/span>Why multi-party complaints change the evidence problem<span class=\"ez-toc-section-end\"><\/span><\/h2>\n  <p>AFCA&#8217;s consultation anticipates complaints in which a platform carried the advertisement, a telecommunications provider carried the call or message, and one or more banks moved the money. That is a different shape from most complaints AFCA handles today, and it changes three things.<\/p>\n  <div class=\"nx-grid\">\n    <div class=\"nx-card\">\n      <div class=\"nx-card-icon\"><svg viewBox=\"0 0 20 20\"><path d=\"M10 1L3 5v6c0 4.25 3 8.22 7 9 4-.78 7-4.75 7-9V5l-7-4zm0 2.18l5 2.78V11c0 3.13-2.18 6.07-5 6.93C7.18 17.07 5 14.13 5 11V5.96l5-2.78z\"><\/path><\/svg><\/div>\n      <h4>Each entity answers for its own conduct<\/h4>\n      <p>Evidence that another party missed a warning sign does not substitute for evidence of what your controls did. If liability is apportioned, the share an entity carries will depend on what it can show about its own actions.<\/p>\n    <\/div>\n    <div class=\"nx-card\">\n      <div class=\"nx-card-icon\"><svg viewBox=\"0 0 20 20\"><path d=\"M3 3h14v2H3zm0 4h14v2H3zm0 4h10v2H3zm0 4h7v2H3z\"><\/path><\/svg><\/div>\n      <h4>Sequence and timing matter<\/h4>\n      <p>Showing that a warning was displayed, a payment was paused or an account was flagged is only useful if the record shows when, relative to the customer&#8217;s actions and to information received from other parties.<\/p>\n    <\/div>\n    <div class=\"nx-card\">\n      <div class=\"nx-card-icon\"><svg viewBox=\"0 0 20 20\"><path d=\"M10 2a8 8 0 100 16A8 8 0 0010 2zm1 11H9V9h2v4zm0-6H9V5h2v2z\"><\/path><\/svg><\/div>\n      <h4>The scam event is the unit of analysis<\/h4>\n      <p>Most fraud, payments and complaints systems are organised around accounts, transactions, cases or tickets. A multi-party complaint asks what happened across the whole scam. Few organisations can answer that from one place.<\/p>\n    <\/div>\n  <\/div>\n  <div class=\"nx-scenario\">\n    <h3>What a multi-party complaint could involve<\/h3>\n    <p>Consider the shape AFCA&#8217;s consultation anticipates: a scam advertisement on a platform, a call or message carried by a telecommunications provider, and payments moved by one or more banks.<\/p>\n    <p>Each entity would need to produce its own part of the record:<\/p>\n    <ul>\n      <li>The platform: reports received, detection and takedown actions, and timestamps.<\/li>\n      <li>The telecommunications provider: scam filtering actions and timestamps for the call or message.<\/li>\n      <li>The sending bank: session signals, the risk score and logic version, the authentication outcome, warnings shown and any intervention.<\/li>\n      <li>The receiving bank: onboarding and monitoring evidence for an account suspected of mule activity.<\/li>\n    <\/ul>\n  <\/div>\n\n  <h2 id=\"mapping-scams-prevention-framework-evidence-across-controls\"><span class=\"ez-toc-section\" id=\"Mapping_Scams_Prevention_Framework_evidence_across_controls\"><\/span>Mapping Scams Prevention Framework evidence across controls<span class=\"ez-toc-section-end\"><\/span><\/h2>\n  <p>The table maps the stages of a typical scam to the control domain involved, the record an organisation should be able to produce, and the gap that most often makes it hard to produce.<\/p>\n  <div class=\"nx-table-wrap\">\n    <table class=\"nx-table\">\n      <thead>\n        <tr>\n          <th>Scam stage<\/th>\n          <th>Control domain<\/th>\n          <th>Record to be able to produce<\/th>\n          <th>Common gap<\/th>\n        <\/tr>\n      <\/thead>\n      <tbody>\n        <tr>\n          <td><strong>Lure or first contact<\/strong><\/td>\n          <td>Platform trust and safety; telecommunications scam filtering (for those sectors)<\/td>\n          <td>Reports received, detection and takedown actions, timestamps<\/td>\n          <td>Held by a separate team and not linked to later complaints<\/td>\n        <\/tr>\n        <tr>\n          <td><strong>Account opening or access<\/strong><\/td>\n          <td>Identity verification; customer due diligence<\/td>\n          <td>Verification method and result at onboarding; due diligence on receiving accounts suspected of mule activity<\/td>\n          <td>Receiving-account evidence sits in AML systems, not in the scam case<\/td>\n        <\/tr>\n        <tr>\n          <td><strong>Session before payment<\/strong><\/td>\n          <td>Fraud detection<\/td>\n          <td>Device, location and behavioural signals, the risk score and the rule or model version that produced it<\/td>\n          <td>Scores retained, but not the version of the logic in force at the time<\/td>\n        <\/tr>\n        <tr>\n          <td><strong>Payment instruction<\/strong><\/td>\n          <td>Payments and authentication<\/td>\n          <td>Authentication outcome (for card payments, the 3D Secure result), warnings or confirmations shown, customer acknowledgements<\/td>\n          <td>No record of which version of a warning the customer actually saw<\/td>\n        <\/tr>\n        <tr>\n          <td><strong>Intervention<\/strong><\/td>\n          <td>Scam interdiction<\/td>\n          <td>Holds, outbound calls, outcomes and staff notes<\/td>\n          <td>Call records and notes stored outside the case system<\/td>\n        <\/tr>\n        <tr>\n          <td><strong>After the event<\/strong><\/td>\n          <td>Reporting, recovery and complaints<\/td>\n          <td>Information shared with other entities, recovery attempts, internal dispute resolution steps and dates<\/td>\n          <td>Complaint handling tracked in a separate system with no link to control evidence<\/td>\n        <\/tr>\n      <\/tbody>\n    <\/table>\n  <\/div>\n  <div class=\"nx-signal-panel\">\n    <h3>Two items that are easy to overlook<\/h3>\n    <p>Most of the table is familiar. These two items are where evidence packs most often fall short.<\/p>\n\n    <div class=\"nx-signal-grid\">\n      <div class=\"nx-signal\">\n        <strong>Version control<\/strong>\n        <span>Fraud rules, models and customer warnings change frequently. An organisation that cannot show which version applied on the day will struggle to show its controls were reasonable at that time.<\/span>\n      <\/div>\n      <div class=\"nx-signal\">\n        <strong>The receiving side<\/strong>\n        <span>When a bank&#8217;s account is used to receive scam proceeds, its onboarding and monitoring evidence may matter as much as the sending bank&#8217;s.<\/span>\n      <\/div>\n    <\/div>\n  <\/div>\n\n  <h2 id=\"building-one-event-view-without-rebuilding-your-stack\"><span class=\"ez-toc-section\" id=\"Building_one_event_view_without_rebuilding_your_stack\"><\/span>Building one event view without rebuilding your stack<span class=\"ez-toc-section-end\"><\/span><\/h2>\n  <p>None of this requires a single new platform. It requires agreement on how evidence is linked and kept.<\/p>\n  <div class=\"nx-stack\">\n    <div class=\"nx-stack-layer\">\n      <div class=\"nx-stack-icon\">01<\/div>\n      <div>\n        <h4>Define a scam event identifier<\/h4>\n        <p>Attach it to records in fraud, payments, identity, AML and complaints systems, so evidence can be gathered by event rather than by account.<\/p>\n      <\/div>\n    <\/div>\n    <div class=\"nx-stack-layer\">\n      <div class=\"nx-stack-icon\">02<\/div>\n      <div>\n        <h4>Keep the versions of rules, models and warnings<\/h4>\n        <p>Retain the versions in force at each point in time, with change dates.<\/p>\n      <\/div>\n    <\/div>\n    <div class=\"nx-stack-layer\">\n      <div class=\"nx-stack-icon\">03<\/div>\n      <div>\n        <h4>Set retention with legal advice<\/h4>\n        <p>Final SPF record-keeping requirements are not yet settled, so use the draft rules as a baseline and revisit them when the codes and rules are made.<\/p>\n      <\/div>\n    <\/div>\n    <div class=\"nx-stack-layer\">\n      <div class=\"nx-stack-icon\">04<\/div>\n      <div>\n        <h4>Run a dry run<\/h4>\n        <p>Take three recent scam cases, assemble the evidence pack each would need for a multi-party complaint, and time how long it takes and which teams were involved.<\/p>\n      <\/div>\n    <\/div>\n    <div class=\"nx-stack-layer\">\n      <div class=\"nx-stack-icon\">05<\/div>\n      <div>\n        <h4>Name an internal coordinator<\/h4>\n        <p>Appoint one coordinator for multi-party complaints, so that responses to AFCA reflect one organisational view rather than several team views.<\/p>\n      <\/div>\n    <\/div>\n    <div class=\"nx-stack-layer\">\n      <div class=\"nx-stack-icon\">06<\/div>\n      <div>\n        <h4>Set a review trigger<\/h4>\n        <p>Review when AFCA&#8217;s final rules and the SPF codes are published, expected in early 2027.<\/p>\n      <\/div>\n    <\/div>\n  <\/div>\n\n  <h2 id=\"where-this-sits-in-enterprise-fraud-strategy\"><span class=\"ez-toc-section\" id=\"Where_this_sits_in_enterprise_fraud_strategy\"><\/span>Where this sits in enterprise fraud strategy<span class=\"ez-toc-section-end\"><\/span><\/h2>\n  <p>The SPF will make visible something many organisations already know: fraud, identity, payments and complaints controls generate evidence independently, and nobody owns the joined-up record. Treating scam evidence as an enterprise asset, rather than a by-product of each control, is likely to pay off before the first complaint arrives, because the same linked view also improves detection and investigation.<\/p>\n  <div class=\"nx-callout nx-callout--warning\">\n    <div class=\"nx-callout-title\">Proposed figures may change<\/div>\n    <p>The $1,263,000 compensation limit, the $3,000 automatic reimbursement proposal and equal sharing of liability are proposals, not settled rules. Re-check them when AFCA publishes its final rules and government makes the SPF codes and rules.<\/p>\n  <\/div>\n\n  <h2 id=\"how-nexiant-supports-scams-prevention-framework-evidence\"><span class=\"ez-toc-section\" id=\"How_Nexiant_supports_Scams_Prevention_Framework_evidence\"><\/span>How Nexiant supports Scams Prevention Framework evidence<span class=\"ez-toc-section-end\"><\/span><\/h2>\n  <p>Nexiant brings together specialist capabilities across <a class=\"nx-inline-link\" href=\"\/solutions\/membercheck\/id-verification\/\">identity verification<\/a>, <a class=\"nx-inline-link\" href=\"\/solutions\/membercheck\/pep-sanctions-screening\/\">AML screening<\/a>, <a class=\"nx-inline-link\" href=\"\/solutions\/fraudshield\/transaction-monitoring\/\">transaction monitoring<\/a> and <a class=\"nx-inline-link\" href=\"\/solutions\/gpayments\/3ds-fraud-prevention\/\">payment authentication<\/a>. Risk leaders can use the evidence map above to test where scam-relevant records are produced across those controls, and where the links between them are missing.<\/p>\n\n  <h2 id=\"questions-to-ask-before-march-2027\"><span class=\"ez-toc-section\" id=\"Questions_to_ask_before_March_2027\"><\/span>Questions to ask before March 2027<span class=\"ez-toc-section-end\"><\/span><\/h2>\n  <p>The evidence map translates into a short set of questions for fraud, payments and complaints leaders:<\/p>\n  <ul>\n    <li>Can you gather every record for one scam event, rather than one account or one case?<\/li>\n    <li>Can you show which version of a fraud rule, model or customer warning applied on the day?<\/li>\n    <li>Can you produce onboarding and monitoring evidence for accounts that received scam proceeds?<\/li>\n    <li>Are intervention call records and staff notes linked to the case system?<\/li>\n    <li>Is complaint handling linked to the control evidence behind it?<\/li>\n    <li>Who coordinates your response when a complaint involves other regulated entities?<\/li>\n  <\/ul>\n  <p>A dry run on a few recent cases is the quickest way to find out.<\/p>\n\n  <hr class=\"nx-divider\">\n\n  <h2 id=\"frequently-asked-questions\"><span class=\"ez-toc-section\" id=\"Frequently_Asked_Questions\"><\/span>Frequently Asked Questions<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n  <div class=\"nx-faq\">\n    <div class=\"nx-faq-item\">\n      <button class=\"nx-faq-q\" aria-expanded=\"false\">When will AFCA start hearing Scams Prevention Framework complaints?<span class=\"nx-chevron\"><svg viewBox=\"0 0 10 6\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M1 1l4 4 4-4\"><\/path><\/svg><\/span><\/button>\n      <div class=\"nx-faq-a\">AFCA has consulted on rules that would let it consider SPF scam complaints from 31 March 2027, the date most framework obligations begin. Final rules are expected in early 2027, subject to ASIC approval.<\/div>\n    <\/div>\n    <div class=\"nx-faq-item\">\n      <button class=\"nx-faq-q\" aria-expanded=\"false\">Which businesses are covered?<span class=\"nx-chevron\"><svg viewBox=\"0 0 10 6\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M1 1l4 4 4-4\"><\/path><\/svg><\/span><\/button>\n      <div class=\"nx-faq-a\">The first designated sectors are banking, telecommunications and digital platforms. Entities in those sectors that provide a regulated service had to be AFCA members from 1 September 2026.<\/div>\n    <\/div>\n    <div class=\"nx-faq-item\">\n      <button class=\"nx-faq-q\" aria-expanded=\"false\">What is the proposed compensation limit for scam complaints?<span class=\"nx-chevron\"><svg viewBox=\"0 0 10 6\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M1 1l4 4 4-4\"><\/path><\/svg><\/span><\/button>\n      <div class=\"nx-faq-a\">AFCA has proposed a limit of $1,263,000 per scam complaint for direct financial loss, applying once per scam however many regulated entities are involved. This is a proposal and may change.<\/div>\n    <\/div>\n    <div class=\"nx-faq-item\">\n      <button class=\"nx-faq-q\" aria-expanded=\"false\">Are the SPF record-keeping requirements final?<span class=\"nx-chevron\"><svg viewBox=\"0 0 10 6\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M1 1l4 4 4-4\"><\/path><\/svg><\/span><\/button>\n      <div class=\"nx-faq-a\">No. The sector codes and further SPF rules are still being developed by government, so organisations should use the draft rules as a baseline and review their retention settings when the final instruments are made.<\/div>\n    <\/div>\n    <div class=\"nx-faq-item\">\n      <button class=\"nx-faq-q\" aria-expanded=\"false\">What Scams Prevention Framework evidence should organisations be able to produce?<span class=\"nx-chevron\"><svg viewBox=\"0 0 10 6\" stroke-width=\"1.5\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M1 1l4 4 4-4\"><\/path><\/svg><\/span><\/button>\n      <div class=\"nx-faq-a\">For each stage of a scam, an organisation should be able to show what its own controls did and when. That includes detection and takedown actions, identity verification results, fraud signals with the version of the rule or model in force, authentication outcomes and warnings shown, interventions, and internal dispute resolution steps.<\/div>\n    <\/div>\n  <\/div>\n\n  <div class=\"nx-cta\">\n    <h3>Connect your scam control evidence<\/h3>\n    <p>Speak with a Nexiant expert about connecting fraud, identity and financial crime evidence across your scam controls.<\/p>\n    <a href=\"https:\/\/nexiant.ai\/contact-us\/\">Speak to our fraud prevention team<\/a>\n  <\/div>\n\n  <p class=\"nx-disclaimer\">This article was accurate at the time of publication in October 2026 and is intended for general informational purposes only. It does not constitute legal, regulatory or compliance advice. Organisations should seek qualified professional guidance in relation to their specific obligations.<\/p>\n\n<\/div>\n\n<script>\n  document.querySelectorAll('.nx-faq-q').forEach(function(btn) {\n    btn.addEventListener('click', function() {\n      var expanded = this.getAttribute('aria-expanded') === 'true';\n      this.setAttribute('aria-expanded', !expanded);\n      this.nextElementSibling.classList.toggle('open', !expanded);\n    });\n  });\n<\/script>\n\n<script type=\"application\/ld+json\">\n{\n  \"@context\": \"https:\/\/schema.org\",\n  \"@type\": \"FAQPage\",\n  \"mainEntity\": [\n    {\n      \"@type\": \"Question\",\n      \"name\": \"When will AFCA start hearing Scams Prevention Framework complaints?\",\n      \"acceptedAnswer\": {\n        \"@type\": \"Answer\",\n        \"text\": \"AFCA has consulted on rules that would let it consider SPF scam complaints from 31 March 2027, the date most framework obligations begin. 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Australia&#8217;s Scams Prevention Framework (SPF) puts banks, telecommunications providers and digital platforms [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":838,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_aioseo_title":"Scam Complaints and the Evidence Trail Under the SPF","_aioseo_description":"AFCA will hear Scams Prevention Framework complaints from March 2027. What banks, telcos and platforms should record across fraud and identity controls.","om_disable_all_campaigns":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-835","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-fraudprevention"],"blocksy_meta":[],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.0.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"AFCA will hear Scams Prevention Framework complaints from March 2027. 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