If you're unhappy about a financial service or product, follow this guide to complain.
Contact the business
No matter what product or service you've bought, the first step is always to contact the business to explain the problem and how you'd like it fixed. In many cases a phone call, email or online chat is all that's needed.
First Nations peoples can get help through ASIC's Indigenous Help Line (call 1300 365 957) or Mob Strong Debt Help (call 1800 080 488).
You can reach out to the ACCC for guidance...
For goods and services that aren't financial products and services, check out the ACCC's guide to problems with a product or service.
Complain to the business
If the problem isn't fixed with a call or email, make a formal complaint to the business in writing. This is known as 'internal dispute resolution' (IDR).
In your letter or email, include:
- the word 'complaint' in the heading or subject line
- your name, contact details and the date
- a clear explanation of the problem and the outcome you want
- copies of relevant documents, such as receipts, invoices, bank and other financial statements
Keep the originals of any documents you send and a copy of your complaint letter.
Get the insights on financial complaints
Insights about financial product and advice complaints volumes and trends are publicly available through ASIC’s financial complaints data dashboard.
The dashboard shows key trends such as the reasons complaints are lodged, increases or decreases in complaints handling times, and the sorts of products that attract the most complaints.
Contact an independent complaints body
If you feel that the business is not doing enough to help you and the problem is still not resolved, you can complain to an independent body.
Financial services (banks, credit providers), energy, water and telecommunications businesses all belong to an External Dispute Resolution (EDR) scheme. The EDR scheme hears complaints for free.
An EDR scheme can help you if:
- The business didn't respond to your complaint within a reasonable time.
- You're not happy with how the business dealt with your complaint.
- You're not happy with the offer the business has made.
If you need help with the process, you may be able to get free legal advice from a community legal centre (CLC). Check their website to see what type of services they offer and whether they have other web resources (such as factsheets) that may be helpful.
External Dispute Resolution (EDR) schemes
Financial organisations
Australian Financial Complaints Authority (AFCA)
AFCA is an independent dispute resolution scheme that can help assist you to resolve disputes with financial firms and services. AFCA considers complaints about:
- credit, finance and loans
- insurance
- banking deposits and payments
- investments and financial advice, and
- superannuation.
Call 1800 931 678 (9.00am to 5.00pm, Monday to Friday) or make a complaint online.
Non-financial goods and services
The ACCC provides a list of local state and territory consumer protection agencies, as well as industry ombudsmen and regulators.
Telecommunications
Telecommunications Industry Ombudsman Limited (TIO)
The TIO can help with your phone and internet issues including billing, faulty services, contracts, connections or disconnections, and privacy.
Call 1800 062 058 (8.00am to 8.00pm, Monday to Friday) or use their online complaints form.
Energy and water
- ACT: ACT Civil and Administrative Tribunal or 02 6207 1740
- NSW: Energy and Water Ombudsman NSW or 1800 246 545
- Northern Territory: Ombudsman for the Northern Territory or 1800 806 380
- Queensland: Energy and Water Ombudsman Queensland or 1800 662 837
- South Australia: Energy and Water Ombudsman South Australia or 1800 665 565
- Tasmania: Energy Ombudsman Tasmania 1800 001 170, or Ombudsman Tasmania (for water) 1800 001 170
- Victoria: Energy and Water Ombudsman Victoria or 1800 500 509
- Western Australia: Ombudsman Western Australia or 1800 117 000
Complaints about business practices and misconduct
Prices and competition complaints
The ACCC and the state government agencies above can help with complaints about prices, competition, unfair market practices, product safety, franchises and advertising.
Company misconduct complaints
If you believe there has been misconduct relating to the management of a company, its directors or officers, you can lodge a complaint with ASIC.
If your complaint involves a scam
Scamwatch, run by the National Anti-Scam Centre (NASC), collates information about all scam types. They use this information to warn and protect the public. Scamwatch also sends information to other agencies, including ASIC and ReportCyber, to help stop scammers. Report all scams, including investment scams, to Scamwatch.
Act fast if you suspect a scam