If you have a complaint with a predecessor scheme

The Australian Financial Complaints Authority (AFCA) replaces the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and the Superannuation Complaints Tribunal (SCT).  

If you currently have a complaint with FOS, CIO or the SCT your complaint will continue to be dealt with by that scheme. If your complaint has already been ‘dealt with’ by that scheme (including if it was resolved by agreement, or if an assessment or a decision on the merits of your complaint was made), AFCA is unlikely to be able to deal with it a second time.

Refer to AFCA’s Rules and Operational Guidelines for more information on time limits and other information about what complaints AFCA can consider.

If you are not sure whether you have a complaint that can be considered by AFCA, please contact us on 1800 931 678.

If you currently have a complaint with FOS, CIO or SCT please refer to the information below.

The FOS and CIO dispute resolution schemes are being administered by AFCA.

Financial Ombudsman Service (FOS)

  • All FOS disputes that were received by FOS before 1 November 2018 and that are open on or after 1 November 2018 will be handled under the existing FOS Terms of Reference.

Credit and Investments Ombudsman (CIO)

  • All CIO disputes that were received by the CIO before 1 November 2018 and that are open on or after 1 November 2018 will be handled under the existing CIO Rules.

Superannuation Complaints Tribunal (SCT)

  • All SCT complaints that were received by the SCT before 1 November 2018 and are open on or after 1 November 2018 will be handled under SCT’s jurisdiction.
  • Complaints withdrawn from the SCT cannot be relodged with AFCA.