Consumer complaints

Assistance to make and resolve complaints about financial institutions

Guidance and resources

The information below details the assistance available to both consumers and small businesses looking to make and resolve complaints
about financial firms. 

The term 'financial firm' includes banks and other lenders, insurance companies, financial advisers, mortgage brokers, stockbrokers, managed investment schemes, and superannuation funds (but not self-managed superannuation funds).

Financial firms that provide financial services to retail clients must have in place a process to resolve complaints with consumers and small business.

Car rental complaints

The Australian Car Rental Conciliation Service provides a mechanism for customers to lodge complaints about areas covered by the Australian Car Rental Code of Practice with AFIA Rental Group members - Avis Budget Group, Bayswater Car Rentals, East Coast Car Rentals, Europcar, Hertz, Redspot/Enterprise, SIXT and Thrifty.

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ASIC guidance on disputes
ASIC guidance on disputes

The Australian Securities and Investments Commission (ASIC) is an independent government body that acts as Australia’s corporate, markets and financial services regulator.

This information sheet explains how to resolve your complaint directly with a financial firm, through their internal dispute resolution (IDR) process as well as how to resolve your complaint through the Australian Financial Complaints Authority.

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ACCC consumer resources
ACCC consumer resources

The Australian Competition and Consumer Commission (ACCC) is Australia’s competition regulator and national consumer law champion. The ACCC promotes competition and fair trading and regulator national infrastructure to make markets work for everyone.

The ACCC offers advice to consumers about how to resolve problems or make a complaint. You can use their complaint letter template to help you draft a letter to the business or follow their three step guide when making a complaint.

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AFCA IDR tips
AFCA IDR tips

The Australian Financial Complaints Authority (AFCA) provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

AFCA considers complaints about credit, finance and loans, insurance, banking deposits and payments, investments and financial advice and superannuation.

Our role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. We are impartial and independent. We do not act for either party to advocate their position. If a complaint does not resolve between the parties, we will decide an appropriate outcome.

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