Before the Independent Assessor can consider a service complaint, the following must apply:  

  1. Your related financial firm complaint has been closed (unless exceptional circumstances apply)
  2. AFCA has been provided with an opportunity to address your concerns (i.e. you must first have submitted your complaint to AFCA and received a response)
  3. It is fewer than three months since you received AFCA's service complaint response.

Complaints to the Independent Assessor about AFCA’s service must generally be made in writing. You can:

  • submit a complaint electronically via the online form, or 
  • download, print, and complete the form and submit it by post.

Submit a complaint online

Download form

Email: independentassessor@afca.org.au

Post to:
Independent Assessor 
Australian Financial Complaints Authority 
GPO Box 3 
Melbourne VIC 3001  

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