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External dispute resolution

If you've got a complaint about something that a credit provider or credit reporting body has done, and you haven't had much success speaking directly to the business, you can complain to the business' external dispute resolution service; these are independent bodies who look into complaints.

All credit providers and credit reporting bodies must be a member of an external dispute resolution service. The right service to complain to will depend on which type of credit provider, or which credit reporting body, you are complaining about. Don't worry if you think you might complain to the wrong external dispute resolution service; they'll make sure you go to the right one.

  • AFCA / Australian Financial Complaints Authority

    AFCA provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

    They consider complaints about:

    • Credit, finance and loans
    • Insurance
    • Banking deposits and payments
    • Investments and financial advice
    • Superannuation
    • Legacy complaints – helpful information regarding lodging complaints dating back to 1 January 2008
    • Provide information on current matters we are considering

    Website: https://www.afca.org.au/

    Call Centre: 1800 931 678

     

Ombudsman services in your state:

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