AFCA IDR tips

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

AFCA considers complaints that previously would have been handled by the Financial Ombudsman Service, the Credit and Investments Ombudsman and the Superannuation Complaints Tribunal. We are the dispute resolution scheme for financial services.

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.

Before you make a complaint, AFCA encourages you to go through your financial firm’s internal dispute resolution (IDR) process. See https://afca.org.au/make-a-complaint/complain/internal-dispute-resolution-tips for tips to help you navigate this. 

To make a complaint with AFCA, see: https://www.afca.org.au/make-a-complaint