Financial Sector

Australian Securities and Investment Commission (ASIC) can advise on the appropriate facility for a particular complaint. Note that membership of an ASIC-approved complaints scheme is a compulsory requirement for all financial firms.
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Phone ASIC Infoline 1300 300 630

See also the ASIC's article 'Complaining about a financial, insurance, superannuation, investment or banking product or advice'.
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Australian Shareholders' Association (ASA) can also help you with complaints about listed companies.
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Phone toll free 1300 368 448

Banking and Financial Services Ombudsman (BFSO). This is a free, independent and informal dispute resolution service dealing with disputes that individuals and small businesses have with their financial service providers.
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Phone 1300 780 808

Building Societies (not Queensland – see Australian Finance Conference below. Also see FCDRS below)
Australian Association of Abacus AUstralian Muturals and credit unions.
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Phone (02) 6281 1588

The Credit Union Dispute Resolution Centre (CUDRC) was established to assist participating credit unions and their members resolve complaints between consumers (including small businesses) and credit unions who are members of the scheme.
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Phone 1300 780 808
Endispute (West Australia) phone (08) 9474 5777
External Dispute Scheme (Tasmania) phone (03) 6234 9519

Credit Ombudsman Service Ltd (COSL)- used to be called Mortgage Industry Ombudsman Service Limited (MIOS). The Credit Ombudsman Service is a free and independent External Dispute Resolution scheme. It provides consumers with an alternative to legal proceedings for resolving disputes with COSL Members operating in the Credit marketplace.
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Phone 1300 780 808

Financial Co-operative Dispute Resolution Scheme (FCDRS). The FCDRS deals with complaints from consumers about those Australian credit unions and building societies who are members of the scheme. The scheme will cover a wide range of activities, including complaints about disputed ATM transactions or unauthorised transactions via EFTPOS or credit cards. Consumers should contact the FCDRS if they have a complaint about a credit union or a building society that can't be sorted out directly, or if they haven't had a response from their credit union or building society about a complaint within a reasonable time.
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Phone 1300 139 220

You can ask your credit union or phone a complaints scheme to find out which scheme your credit union belongs to.

Finance Companies (most companies and all Queensland building societies)
Australian Finance Conference (Customer Services Officer)
Freecall 1800 231 587.

Financial Industry Complaints Service (FICS) provides free advice and assistance to consumers to help them in resolving complaints relating to members of the financial services industry, including life insurance, superannuation, funds management, financial advice, stock broking, investment advice and sales of financial or investment products.
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Phone 1300 780 808

Insurance Brokers Dispute Limited (IBD). Anyone who has a problem with their insurance broker or financial service provider concerning a general or life insurance policy can contact IBD. IBD covers a range of policies including motor vehicle, home buildings and contents, sickness and accident, life, consumer credit, travel, personal and domestic property up to a claim limit of $50,000. IBD also handles complaints regarding small business pak policies up to a claims limit of $5,000.
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or phone toll free 1800 064 169

The Insurance Ombudsman Service. Aimed at resolving disputes between the insured and their insurance companies or claimants who have a dispute with another person's insurance company in relation to motor vehicle property damage (i.e., third party claim). The scheme also provides general information about any general insurance matter.
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phone 1300 78 08 08

Investment, Superannuation, Life Insurance. The Superannuation Complaints Tribunal (SCT) is an independent Tribunal set up by the Australian Government to deal with complaints about superannuation funds, annuities and deferred annuities, and Retirement Savings Accounts (RSAs).
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or phone 1300 884 114



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