The Australian Financial Complaints Authority (AFCA) can consider a complaint you have about a banking deposit or payment issue with your financial firm.
This page outlines the types of banking accounts and transactions AFCA can consider complaints about, and what you should do next if you want to make a complaint to us. Detailed information is also available.
There are some things you can’t complain about to us, including if your complaint only concerns the level of a fee or charge. There are some exceptions, however, to this (for example if you believe a fee has been incorrectly calculated or applied).
Banking deposits and payments include:
- deposits to current accounts and savings accounts
- internet and telephone banking, including mistaken internet payments
- payments, such as direct transfers or direct debits, electronic banking and foreign currency transfers
- ATM transactions
- transactions you have made at a bank in person
- 'non-cash payments', which cover things like loyalty programs and store value cards (also called gift cards)
Please note: In accordance with Rule B2.1 a) we can only review complaints about gift cards offered by our members.
- secure payment system transactions (such as PayPal or Safe2pay).
Detailed information about these different types of banking products and issues is available to help you decided if you want to complain to us.
Issues and problems you can complain about
More information about these issues is available to help you decide if you want to complain to us.
We consider complaints about a range of issues relating to banking:
- unauthorised transactions
- advice you were given
- decisions your financial firm made
- privacy and confidentiality breaches.
What to do next
You can make a complaint to AFCA online, by letter, email or by phoning us.
If you don’t want to complain to us directly, you can go back to your financial firm and ask to make a complaint to their internal dispute resolution team.
Your financial firm should be able to provide you with information about how to make a complaint to them.
We also have some tips available to help you make an internal complaint.