The Australian Financial Complaints Authority (AFCA) has appointed David Lacey (pictured above) as its first chief scams officer, a new role tied to its expanded work on scam-related complaints.
The appointment comes as AFCA prepares to take on a larger role under the Government’s Scams Prevention Framework, including handling disputes that may involve banks, telcos, and digital platforms, and developing a multi-party dispute resolution scheme for scams.
As part of this shift, AFCA’s external dispute resolution service is expected to handle more complex cases involving multiple parties. The organisation said this will require new systems, added capabilities, and closer coordination across industries.
“As founder and CEO of IDCARE, David brings unparalleled experience in understanding the profound impact scams have on individuals and their families. David has spent years working directly with scam victims, and that perspective will be critical in shaping a scams ombudsman service that is accessible, fair and can effectively resolve complex issues involving multiple parties,” AFCA CEO David Locke said.
Lacey joins from IDCARE, where he was founder and CEO. He worked directly with victims of identity crime and scams across Australia and New Zealand. He has also held senior roles in cyber and identity security, law enforcement, and national security.
“External dispute resolution will play an important role within the Scams Prevention Framework. I’m excited to build a scams ombudsman service that will consider all the parties involved in a scam and help deliver fair outcomes for consumers and firms,” Lacey said.
The appointment is part of a wider expansion of AFCA’s leadership team as it prepares for increased responsibilities.
“We are bringing together scams expertise with customer-focused technology and systems so AFCA is ready for its next phase of growth and can deliver the best possible service,” Locke said.
