GPO Box 3 Melbourne VIC 3001
The Australian Financial Complaints Authority, or AFCA is an independent external dispute resolution scheme authorised by the Minister for Revenue and Financial Services.
AFCA members need to ensure their customers are aware that they can bring a complaint to AFCA in accordance with ASIC Regulatory Guide 165. By 1 July 2019, members must also include AFCA’s contact details in their Financial Services Guide or Credit Guide and in other relevant disclosure documentation. Information about the disclosure relief provided by ASIC is available here.
Members must not use the AFCA name or logo in any way that implies endorsement of any financial firm, their products or financial and other services in general communications, including business cards, letterheads, emails, websites and other promotional material.
Recommended referring copy
We recommend including this message (or similar) for customers on your website and dispute resolution related materials, including disclosure documents:
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
 Your customers can lodge complaints with AFCA on this number from 1 November 2018
Telephone: 1800 931 678
Telephone (members): 1300 56 55 62
Fax: (03) 9613 6399