Australian Financial Complaints Authority

​Provide accessible, fair and independent dispute resolution

The Australian Financial Complaints Authority (AFCA) fairly and independently resolves disputes between consumers — including some small businesses — and member financial services providers. Membership of AFCA is open to any financial services provider carrying on business in Australia.

An alternative to going to court

There is no need to obtain legal or other advice when lodging a dispute unless you wish to. If you choose to use an adviser you will usually have to pay for the advice yourself.

The dispute process

If you are unhappy with a financial, insurance or investment product or service, you should complain to the financial services provider and ask them to resolve your dispute in accordance with its own Internal Dispute Resolution process. All financial services providers who are members of the Australian Financial Complaints Authority have Internal Dispute Resolution processes.

If you are not satisfied with the response you receive, you may lodge a complaint with:

Australian Financial Complaints Authority (AFCA)

  • Postal address GPO Box 3 Melbourne VIC 3001 (Australia)
  • Telephone 1800 931 678
  • Online
  • Email