If you're unhappy about a service or product, follow this guide to complain.
Contact the business
The first step is always to contact the business to explain the problem and how you'd like it fixed. In many cases a phone call, email or online chat is all that is needed.
First Nations peoples can get help through ASIC's Indigenous Help Line (call 1300 365 957) or Mob Strong Debt Help (call 1800 080 488).
Complain to the business
If the problem isn't fixed with a call or email, make a formal complaint to the business in writing. This is known as 'internal dispute resolution' (IDR).
In your letter or email, include:
- the word 'complaint' in the heading or subject line
- your name, contact details and the date
- a clear explanation of the problem and the outcome you want
- copies of relevant documents, such as receipts, invoices, bank and other financial statementsÂ
Keep the originals of any documents you send and a copy of your complaint letter.
Complaints about financial products like home loans, credit cards, life and general insurance, or financial advice are reported to ASIC.
Insights about complaints volumes and trends are publicly available through ASIC’s financial complaints data dashboard.
The dashboard shows key trends such as the reasons complaints are lodged, increases or decreases in complaints handling times, and the sorts of products that attract the most complaints.
Contact an independent complaints body
If the problem is still not resolved, you can complain to an independent body.
Financial services (banks, credit providers), energy, water and telecommunications businesses all belong to an External Dispute Resolution (EDR) scheme. The EDR scheme hears complaints for free.
An EDR scheme can help you if:
- The business didn't respond to your complaint within a reasonable time.
- You're not happy with how the business dealt with your complaint.
- You're not happy with the offer the business has made.
External Dispute Resolution (EDR) schemes
Financial organisations
Australian Financial Complaints Authority (AFCA)
AFCA is an independent dispute resolution scheme that can help assist you to resolve disputes with financial firms and services. AFCA considers complaints about:
- credit, finance and loans
- insurance
- banking deposits and payments
- investments and financial advice, and
- superannuation.
Call 1800 931 678 (9.00am to 5.00pm, Monday to Friday) or make a complaint online.
Telecommunications
Telecommunications Industry Ombudsman Limited (TIO)
The TIO can help with your phone and internet issues including billing, faulty services, contracts, connections or disconnections, and privacy.
Call 1800 062 058 (8.00am to 8.00pm, Monday to Friday) or use their online complaints form.
Energy and water
- ACT: ACT Civil and Administrative Tribunal or 02 6207 1740
- NSW: Energy and Water Ombudsman NSW or 1800 246 545
- Northern Territory: Ombudsman for the Northern Territory or 1800 806 380
- Queensland: Energy and Water Ombudsman Queensland or 1800 662 837
- South Australia: Energy and Water Ombudsman South Australia or 1800 665 565
- Tasmania: Energy Ombudsman Tasmania 1800 001 170, or Ombudsman Tasmania (for water) 1800 001 170
- Victoria: Energy and Water Ombudsman Victoria or 1800 500 509
- Western Australia: Ombudsman Western Australia or 1800 117 000
Complaints about goods or services
State government agencies help with complaints about consumer goods and services.
- ACT: Access Canberra website or 13 22 81
- NSW: Fair Trading NSW website or 13 32 20
- Northern Territory: NT Consumer Affairs website or 1800 019 319
- Queensland: Office of Fair Trading Queensland website or 13 74 68
- South Australia: Consumer and Business Services website or 13 18 82
- Tasmania: Consumer Affairs and Fair Trading website or 1300 654 499
- Victoria: Consumer Affairs Victoria website or 1300 558 181
- Western Australia: Department of Local Government, Industry Regulation & Safety website or 1300 304 054
Complaints about business practices and misconduct
Prices and competition complaints
The ACCC and the state government agencies above can help with complaints about prices, competition, unfair market practices, product safety, franchises and advertising.
Company misconduct complaints
If you believe there has been misconduct relating to the management of a company, its directors or officers, you can lodge a complaint with ASIC.
If your complaint involves a scam
Scamwatch, run by the National Anti-Scam Centre (NASC), collates information about all scam types. They use this information to warn and protect the public. Scamwatch also sends information to other agencies, including ASIC and ReportCyber, to help stop scammers. Report all scams, including investment scams, to Scamwatch.
Act fast if you suspect a scam