How to complain
We want to help you make your complaint to the right place, so
you don't get the run-around. This page explains how to complain
about different issues.
Financial services and products
If you are unsure where to go with your complaint, call ASIC's
Infoline on 1300 300 630.
If your complaint involves a scam, go to the report a
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 is about financial advice or superannuation,
managed funds, other investments, international money transfers
from Australia, insurance, credit and loans or your bank accounts,
you should take the following steps:
Contact the business with your complaint
They may be able to solve the problem for you on the spot. If
they can't or you're unhappy with their response then go to Step
Take your complaint further
Ask the business for their complaints handling procedure. In
your letter or email you should:
- Write 'Complaint' in the heading or subject line
- Write your name, contact details and the date
- Set out the problem clearly and stick to the facts
- Include copies of relevant documents such as receipts or
invoices. Keep the originals and a copy of your complaint
Here are some sample complaint letters you can use as a
of complaint about insurance (RTF, 31KB)
letter of complaint about financial advice (RTF, 31KB)
letter of complaint about bank account (RTF, 22KB)
If you don't receive a response in a reasonable time (generally
about 2-3 weeks) or you're unhappy with their response go to Step
Contact an external dispute resolution
Nearly all financial services businesses must belong to an
external dispute resolution (EDR)scheme. EDR schemes
hear complaints for free and can be a simpler alternative to
resolving disputes in court. The business must tell you
which scheme it belongs to.
Here are the three EDR schemes:
- Financial Ombudsman Service
(FOS) - 1300 780 808
FOS handles complaints about banking, credit, loans and debt
collection, life insurance, superannuation, financial planning,
insurance broking, stockbroking, investments, managed funds,
timeshares, general insurance, finance and mortgage
broking. They cover complaints where the value of the claim is
$500,000 or less.
They do not deal with complaints about compulsory third party,
private health, public liability and workers' compensation
- Credit Ombudsman Service
Limited (COSL) - 1800 138 422
COSL handles complaints about credit unions, building societies,
non-bank lenders, mortgage and finance brokers, financial planners,
lenders and debt collectors, credit licensees and credit
representatives. They cover complaints where the value of the
claim is $500,000 or less.
Complaints Tribunal (SCT) - 1300 884 114 or 03 8635
The Tribunal handles complaints about providers of
superannuation, retirement savings accounts and annuities. You must
contact the trustee of your superannuation fund before you go to
the SCT. The fund then has 90 days to respond to you.
Call ASIC's Infoline on 1300 300 630 if you are unsure which EDR
scheme to contact.
Watch our video on how dispute resolution
Consumer goods and services
State government agencies can help with complaints about
consumer goods and services.
Prices and competition
Competition and Consumer Commission (ACCC) and the state
government agencies listed above can help with complaints about
prices, competition, unfair market practices, product safety,
franchises and advertising. You can contact the ACCC
on 1300 302 502.
If you're not sure who to contact about your complaint call
ASIC's Infoline on 1300 300 630.
If you're unhappy about the service you are
receiving or you aren't sure whether something is illegal, don't be
afraid to complain.
Last updated: 07 Feb 2014
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