Online gateway external dispute resolution (EDR) offices and information

for Australian consumers

(now in our 17th year)

When you can't get your service provider to address your complaint, here's how to complain and get results

‚ÄčAbout ComplaintlineComplaintline is an on-line directory for Australian consumers. It links to external dispute resolution (EDR) mechanisms to help with complaints you can't resolve with the service provider on your own.  PLEASE NOTE: Complaintline itself is not a dispute resolution service. More120+ categoriesComplaintline provides information in 120+ complaint categories, contact information for over 200 external dispute resolution (EDR) services and links to over 40 codes of practice/ethics/conduct (look for *beside the category).Tips for making a complaintTo complain takes time and energy - don't waste yours. Here are some tips to help you, including a sample letter you can change to suit your situation.About external dispute resolutionExternal dispute resolution (EDR) is available to you after you have tried to sort the problem out with your service provider without success. More


News and useful info


Ombudsman annual reports are a great source of information on complaint issues and resolution.

Links to 2017 Annual Reports recently released by:

Telecommunications Industry Ombudsman

Financial Ombudsman Service

Energy and Water Ombudsman (Victoria) (+ video summary)

Energy and Water Ombudsman Queensland
Energy & Water Ombudsman NSW

Ombudsman Western Australia
Ombudsman South Australia

Victorian Ombudsman

TIO rejigs to better handle NBN complaints (report in itnews)


Generic medicines - you must still be informed and must be given a choice
(Dispensing Practice Guidelines - July 2017, page 19)


Takata airbag recalls (ACCC website)


New Life Insurance Code of Practice (1 July 2017)

Watch out for scammers pretending to be ASIC

Six months of ASIC's 'Money-Smart' - July 2017 out now


All about Ombudsman on the website of the Australian and New Zealand Ombudsman Association (ANZOA)


Latest information about scams on the Scamwatch website

NSW: Smart meter installed, successfully challenged and removed after customer disputed opt-out installation  - reported in the Byron Shire Echo

WHERE TO LODGE AIRLINE COMPLAINTS (please note: Complaintline is not a dispute resolution body and cannot help you directly, but the agencies linked on our site can)



News archives







Complaintline has been run as a community service since 2000. Every effort is made to ensure that the information on this website is correct. Complaintline will not accept any responsibility for information which is inadvertently incorrect and/or where action has been taken as a result of the information on this site or any site it links to. More


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