About this service
Who operates it
I am Graham Marsland.
Who owns this service, whether I hold a licence, and what I earn: Before you pay.
What it is not
No Aussie Left Behind is not a law firm and does not give legal advice. It is not a financial adviser. It is not your AFCA representative and does not act for you in your complaint. You lodge it yourself at afca.org.au, free.
AFCA's checklist for paid representatives
AFCA publishes what it expects of paid representatives. Each point below is in AFCA's words, with what this service does.
From AFCA's page Paid representatives information, as it read on 3 August 2026.
Provide a clear summary of what has happened (up to 2 pages).
Each document's first page says who the complaint is against and what the customer is asking for.
Include copies of key reports and any information you rely on.
I do not collect documents. The customer uploads their own to AFCA, and the lodging guide lists which ones.
Explain clearly the outcome you are seeking.
Each document states the outcome sought, with the estimated loss and how it was worked out.
If using generative AI, you are responsible for ensuring all content is accurate, relevant, and properly sourced (attach source material as an annexure if needed).
No AI model writes any sentence of your documents. If you use voice, an AI model writes down what you say and may suggest corrections. You approve or reject each one.
AFCA also generally expects paid representatives to only make a complaint with AFCA after they have first gone through the IDR process.
The form asks whether the customer has complained to the firm, and the lodging guide shows how to answer AFCA's question about it.
What I never do
- I never ask anyone to sign AFCA's Agent Authority form.
- I never log in to AFCA's portal, and I never ask for anyone's AFCA login.
- I never contact AFCA about anyone's complaint.
- I never ask for the AFCA case number of anyone's complaint.
- I never promise an outcome.
How the loss is worked out
In a complaint about financial advice, the loss is worked out as AFCA's published approach sets out (The AFCA Approach to calculating loss in financial advice complaints, December 2023): the position the customer would have been in but for the advice, compared with the position they are in.
A complaint against a super trustee makes the same comparison for the trustee's conduct.
The calculation is checked against the five lead decisions AFCA has published on Shield and First Guardian complaints:
- 12-24-138385 and 12-25-212876, 26 June 2025
- 12-25-233017, 29 August 2025
- 12-25-233504, 28 November 2025
- 12-25-283219, 12 December 2025
- 12-24-169714, 24 December 2025
Where a document relies on published fund returns, it names the publication and its edition, for example APRA's Quarterly Superannuation Product Statistics, December 2025 edition.
What I never collect, and how long I keep the rest
I never collect a date of birth, a tax file number, a driver's licence, bank or card details, statements of advice, transaction records, account numbers, or AFCA or myGov logins.
If someone finishes the form but does not pay, I delete their answers 90 days after they finish. If I refund someone before I deliver anything, I delete their answers 90 days after the refund.
I keep a customer's records for seven years after their complaint is lodged. Every case is set out in the Privacy Policy.
Free routes
AFCA is free today. You can lodge with AFCA yourself on 1800 931 678 or at afca.org.au. takeyoursuperback.com has a free complaint form, and the Financial Rights Legal Centre gives free legal help to vulnerable consumers on 1800 007 007.
Complaints about this service
If you are unhappy with this service, email me first at graham@noaussieleftbehind.com. I reply within two business days.
If my reply does not settle it, you can go to the Office of the Australian Information Commissioner about your personal information, or to Consumer Affairs Victoria about the service.
Your documents
Each complaint document is attached to the email that delivers it, so the customer keeps their own copy.
For journalists
The facts and my contact details for the press: The public record on Shield and First Guardian.