The Australian Financial Complaints Authority (AFCA) is an independent external dispute resolution scheme.

AFCA provides individuals and small businesses a free, fair and independent service for resolving complaints about financial products and services.

These Auslan videos provide clear guidance on how to use AFCA’s services, explaining the role of AFCA in handling unresolved financial complaints.

About AFCA

Learn how the Australian Financial Complaints
Authority helps resolve financial product and service complaints.

Lodging a complaint with AFCA

Find out how you can lodge a
complaint about a financial product or service.

What happens when I make a complaint?

Learn about the AFCA complaint process.

Support when making a complaint

Filing a complaint is quick and easy, with support available if needed.

Case Study

See how AFCA helped Emily with her Insurance complaint.

Additional resources

To give us your feedback (compliments, suggestions or complaints) about our service, please fill out the feedback form (PDF feedback form).

National Relay Service (NRS)

If you are d/Deaf, hard of hearing, or have a speech/communication difficulty please contact us by:

Step 1

Contact us through your preferred NRS call channel detailed on NRS call numbers and links.

Step 2

Provide the NRS with our phone number 1800 931 678.

For more information visit: About the National Relay Service

Mail

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Email

info@afca.org.au

Fax

(03) 9613 6399

   

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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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