The Australian Financial Complaints Authority (AFCA) has announced that chief operating officer (COO) Justin Untersteiner (pictured) will step down to take on the role of chief executive officer at the Australian Health Practitioner Regulation Agency (Ahpra).
AFCA chief ombudsman and CEO David Locke acknowledged Untersteiner’s contributions, stating: “We congratulate Justin on his new role, and I am glad that another national, for-purpose organisation will benefit from his experience and leadership.”
Untersteiner joined AFCA in late 2019, when the organisation was still in its early stages. During his time as COO, he oversaw operational changes, including the implementation of a new user-pays funding model and a technology overhaul that introduced an updated case management system and digital portals for consumers and member firms.
AFCA experienced a rise in complaints during his tenure, growing from approximately 70,000 per year when he started to 105,000 in the most recent financial year. Locke credited Untersteiner with helping AFCA manage this increased caseload.
“Supported by Justin’s operational oversight, we have been able to meet this growth in complaints head on, continuing to provide an efficient and effective service to the firms and consumers who need our help to resolve disputes,” Locke said.
Locke noted that AFCA’s leadership team is prepared for the transition.
“Justin leaves AFCA with a strong leadership team well placed to support us into the future,” he said. “We wish him every success in his new role.”
Reflecting on his time at the organisation, Untersteiner said: “I’m incredibly proud to have been able to contribute to the important work of AFCA. I want to thank David Locke, the AFCA board, and the people of AFCA for their support over the past five years. I know AFCA will continue to move forward as an innovative and impactful organisation.”
Untersteiner’s departure is scheduled for March 14. AFCA is expected to begin the process of appointing a successor in the coming weeks.
Untersteiner bids farewell to AFCA following the addition of a new board member. Last month, AFCA announced the appointment of Jonathon Hunyor as a consumer representative to its independent board, effective Jan. 1.
Hunyor has more than 25 years of legal experience, specialising in areas such as discrimination, human rights, Aboriginal land rights, administrative law, and criminal law. He currently serves as CEO of the Justice and Equity Centre, a legal and policy organisation that supports marginalised communities.
He also holds board positions with the Australian Pro Bono Centre and Community Legal Centres NSW. His previous roles include serving as principal legal officer at the North Australian Aboriginal Justice Agency and as director of legal services at the Australian Human Rights Commission. He also acted as counsel assisting the National Inquiry into Children in Immigration Detention.
