The Australian Financial Complaints Authority (AFCA) has appointed David Lacey as its first Chief Scams Officer (CSO), a new leadership role created as AFCA establishes the world’s first multi-party dispute resolution scheme for scams.
AFCA Chief Executive Officer and Chief Ombudsman David Locke said Mr Lacey will lead the expansion of AFCA’s jurisdiction to consider the roles of banks, telecommunications companies and digital platforms in scam-related complaints.
“As founder and CEO of IDCARE, David brings unparalleled experience in understanding the profound impact scams have on individuals and their families,” Mr Locke said. “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 able to resolve complex issues involving multiple parties.”
The new external dispute resolution service will form a key part of the Federal Government’s Scams Prevention Framework. It will expand AFCA’s responsibilities and require new systems, capabilities and coordination across multiple industries.
Mr Lacey joins AFCA from IDCARE, the organisation he founded and built into Australia and New Zealand’s leading support service for victims of identity crime and scams. He has also held senior executive roles in government and industry across cyber and identity security, law enforcement and national security.
“External dispute resolution will play an important role within the Scams Prevention Framework,” Mr Lacey said. “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.”
The appointment of a Chief Scams Officer is part of a broader strengthening of AFCA’s leadership team, with several new senior roles introduced to meet future demands and community needs.
“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,” Mr Locke said.
