The Australian Financial Complaints Authority (AFCA) considers a wide range of complaints from consumers and small businesses about financial firms.
To make a complaint to us:
Our complaint resolution service is available to the following:
We can also consider a complaint from:
Some of the organisations that are required by legislation to be AFCA members are:
We refer to these organisations as 'financial firms'.
Any financial firm that holds an Australian Financial Services Licence or Credit Licence, or is an Authorised Credit Representative, is required to be an AFCA member.
In summary we can’t consider the following complaints:
However, there are complaints about fees, premiums, charges, rebates or interest rates that we can consider, including where someone believes that a fee or other charge has not been disclosed, has been misrepresented or has not been calculated correctly.
In some circumstances we may decide to not consider a complaint any further. For example, we may consider the complaint is more appropriately dealt with in court.
We will not exercise our discretion to exclude a complaint lightly. It will only be used in cases where there are compelling reasons for deciding that we should not consider or further consider a complaint.
We may also refuse to consider a complaint any further, after considering the background and nature of the complaint and any supporting information, and we decide that: