Before you complain to AFCA, we encourage you to do the following:

  • Complain directly to your financial firm first, using their internal dispute resolution process. Many complaints can be resolved quickly once you make contact with your financial firm (for example, your bank, insurer, financial planner, mortgage broker, superannuation fund).
    Find your financial firm.
  • Identify the issue you want to complain to us about.
  • Work out if you want to authorise someone else to complain on your behalf.
  • Think about what type of loss you have experienced, and what sort of outcome you want to achieve.
  • Collect any relevant documents that will help support your complaint.
  • If you’re experiencing financial difficulty, prepare a Statement of Financial Position.
  • Find out where you can go for help if your complaint doesn’t fall within our Rules.
  • Read through the process we follow, including AFCA's timelines, and make sure you understand the process for your complaint.

Ready to complain to AFCA?

To make a complaint online, you will need to create an AFCA portal account. This will only take a few minutes. Once you have an account, you can complete the online complaint form and manage your complaint throughout the AFCA process.

To help keep your personal and financial information safe, the portal requires multi-factor authentication. When you create a portal account, you will be asked to verify your email address two times with a unique code. However, once you have an account, you will only need to verify your email address once to log back into the portal.

Privacy policy

By proceeding to use the AFCA portal, you agree to AFCA capturing any information as it is entered into the portal. All information provided to AFCA is protected by our Privacy Policy.

Make a complaint using the AFCA portal here

Watch: How to create a portal account

Find out more about the AFCA portal

Make a complaint by email or over the phone

To make a complaint by email, you can download a copy of the complaint form and email info@afca.org.au.

To make a complaint over the phone, you can free call 1800 931 678.

Support

If you need more information or support, you can talk to one of our staff using Live Chat between 9am–5pm AEST Monday to Friday. 

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AFCA chat service terms and conditions

Welcome to our live chat help service.

Please be advised we cannot provide you with financial or legal advice. However, we may be able to refer you to a community legal centre or financial counselling service if you need help.

Our live chat is operated by Genesys Cloud on behalf of AFCA. Any personal information provided in this chat will be captured by both organisations in accordance with their privacy policies, available at www.afca.org.au/privacy and www.genesys.com/company/legal/privacy-policy

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