Australian Financial Complaints Authority (AFCA)

 

The Australian Financial Complaints Authority (AFCA) is a new external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. From 1 November 2018, AFCA replaced three EDR schemes (Financial Ombudsman Service, Credit and Investments Ombudsman and Superannuation Complaints Tribunal). This means consumers have access to a single scheme.

 

AFCA can deal with personal and small business complaints about banking deposits and payments; credit, finance and loans; insurance; investments and financial advice; and superannuation.

Contact options

Make a complaint

 

Other useful information:

• What to expect when you make a complaint
• How AFCA approaches financial complaints

 

Codes of practice:

• Code of Banking Practice
• Insurance Brokers Code of Practice
• General Insurance Code of Practice
• National Credit Code
• Life Insurance Code of Practice
• Financial services industry codes on the ASIC website

 

 

 

 

Australian Securities & Investments Commission (ASIC)

 

ASIC, the financial services regulator for Australia, may also take your complaint about a financial service, particularly where the complaint is about dishonesty, fraud, unfairness or incompetence by people selling, or advising on, investments, superannuation, insurance and banking (except credit - see credit providers).

 

National Infoline - 1300 300 630 (Toll free - cost of a local call)

 

Other useful information:

• how to complain to ASIC
• ASIC and consumers
• ASIC's Moneysmart website will help you stay in touch with the latest information for people with investments, superannuation, insurance and deposit accounts

• Financial services industry codes