Make a complaint
What to do if things go wrong
If you feel like you've been treated unfairly, don't be afraid
to speak out.
How to make a complaint
Step 1: Contact the business with your complaint
Keep notes of all conversations you have with the business. Put
them in a safe place - you might need them later.
- What product or service you bought
- What went wrong with the product or service
- How you would like the business to fix the problem
Case study: Dani's bank charged her twice
Dani checked her bank statement and noticed she was charged two
lots of fees for one transaction. She rang the bank and explained
her problem. The bank said sorry for charging her twice and gave
her a credit on her account.
Step 2: Take your complaint further
If you're not happy with their reply, tell the person you are
dealing with that you would like to make a formal complaint.
To do this, write a letter to the business. Make sure the letter
- Your name, address and the date at the top of the first
- The name and address of the business you are writing to
- 'Complaint' as the heading
- An explanation of what product or service you bought, what went
wrong with them and how you would like the business to fix the
- Copies of any relevant documents like receipts
Photocopy the letter and keep the copy with your other
Here are some sample complaint letters you can use as a
Step 3: Resolve your complaint
If you are unhappy about the business' response and your
complaint is about a financial service or product like
superannuation, bank accounts, insurance or credit, you can take
your complaint to an external dispute resolution (EDR) scheme.
External dispute resolution schemes can help you resolve your
complaint independently and for free in a simpler way than going to
court. Ask the business you are dealing with which scheme they
Here are the three external dispute resolution schemes:
If your complaint is about something you've bought that's
faulty, something you ordered that never arrived, or a door-to-door
salesperson, complain to your state or territory fair trading
Get help with your complaint
For help with making your complaint, you can
contact ASIC's Indigenous Help Line on 1300 365
957 or the following Aboriginal and Torres Strait Islander
For more information and advice about making a complaint, see a
counsellor or a
financial capability worker.
If you're not happy with a product or service
you've bought, don't be afraid to speak out.
Last updated: 19 Jan 2018