The Australian Securities and Investments Commission (ASIC) is an independent government body that acts as Australia’s corporate, markets and financial services regulator.

This information sheet explains how to resolve your complaint directly with a financial firm, through their internal dispute resolution (IDR) process as well as how to resolve your complaint through the Australian Financial Complaints Authority.

The Australian Competition and Consumer Commission (ACCC) is Australia’s competition regulator and national consumer law champion. The ACCC promotes competition and fair trading and regulator national infrastructure to make markets work for everyone.

The ACCC offers advice to consumers about how to resolve problems or make a complaint. You can use their complaint letter template to help you draft a letter to the business or follow their three step guide when making a complaint.

The Australian Financial Complaints Authority (AFCA) provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

AFCA considers complaints about credit, finance and loans, insurance, banking deposits and payments, investments and financial advice and superannuation.

Our role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. We are impartial and independent. We do not act for either party to advocate their position. If a complaint does not resolve between the parties, we will decide an appropriate outcome.