If you require access to any previous EDR scheme documents not listed here, please contact publications@afca.org.au
CIO Rules
CIO Rules 10th Edition - August 2016
FOS Reports
Annual Review Snapshot 2017-18
For earlier FOS reports please email publications@afca.org.au
FOS Terms of Reference
Disputes first lodged with FOS on or after 1 January 2018
ASIC-approved Terms of Reference effective from 1 January 2018
Disputes first lodged with FOS from 1 January 2015 to 31 December 2017
ASIC-approved Terms of Reference effective from 1 January 2015
Disputes first lodged with FOS from 1 January 2014 to 31 December 2014
ASIC-approved Terms of Reference effective from 1 January 2014
Disputes first lodged with FOS from 1 January 2012 to 31 December 2013:
ASIC-approved Terms of Reference effective from 1 January 2012
FOS Operational Guidelines
Operational Guidelines as at 1 January 2018
Operational Guidelines as at 1 January 2015
Operational Guidelines as at 12 May 2014
Operational Guidelines as at 1 May 2012
FOS Submissions
2018
FOS Response to the Financial Services Royal Commission
Submission made in February 2018
FOS submission to the Financial Services Royal Commission (Round 3 Hearings)
Submission made in June 2018
2017
Review of Community Legal Centre Services NSW
Submission made in October 2017
Treasury Laws Amendment (Putting Consumers First - Establishment of the Australian Financial Complaints Authority) Bill 2017
Submission made to the Senate Economics Legislation Committee in September 2017
Crowd sourced funding - ASIC Consultation Papers 288 and 289
Submission made to ASIC in August 2017
Industry codes in the financial sector
Submission made to ASIC Enforcement Review in August 2017
Improving dispute resolution in the financial system - FOS submission to Consultation Paper
Submission made in June 2017
Review of the financial system external dispute resolution framework - FOS response to Supplementary Issues Paper
Submission made in June 2017
Inquiry into lending to primary production customers
Submission made in May 2017
Proposed product intervention powers and design and distribution obligations
Submission to Treasury made in March 2017
Inquiry into consumer protection in the banking, insurance and financial sector
Submission made in March 2017
Review of the financial system external dispute resolution framework - FOS Response to the Interim Report
Submission made in February 2017
Regulation of time-sharing schemes - ASIC Consultation Paper 272
Submission made in January 2017
For earlier FOS submissions please email publications@afca.org.au
FOS Brochures
- Guide for dealing with financial difficulty
- Guide to assisting a client who has a financial services dispute for accountants
- Guide to assisting a client who has a financial services dispute for consumer advocates
- Guide to assisting a constituent who has a financial services dispute
- Guide to conciliation conferences
- Guide to income protection
- Guide to insurance excesses
- Guide to responsible lending and credit cards
- How to resolve a dispute
- Top 10 tips for getting financial advice right
FOS Fact sheets
- Breaking a Fixed Rate Loan
- Clear Access
- Clear and Open
- Clear Coverage
- Clear Engagement
- Clear Purpose
- Clear Resolve
- Clear Support
- How FOS resolves disputes and our Terms of Reference
- How We Handle Disputes Involving Insolvent Individuals and Small Businesses
- Insurance Premium Increases
- Managing Financial Advice
- Managing Your Privacy
- Mistaken Internet Payments
- Natural Disasters: Are You Experiencing Financial Difficulty?
- PayPass and payWave cards
- Systemic Issues
- Victorian Fire Services Property Levy
FOS approach
- Adequacy of Statements of Advice
- Assessing Special Circumstances
- Awarding Interest in Insurance
- Calculating Loss in Financial Advice
- Cancellation of Instalment Contracts
- Disputes Lodged by Guarantors
- Excluding Disputes
- Financial Difficulty series
- Financial Elder Abuse
- Fixed Interest Investments
- Insurance Broker Disputes
- Joint Facilities and Family Violence
- Misleading Conduct
- Mortgagee Sales
- Motor Vehicle Insurance Claim Delays
- Non-financial Loss Claims
- Responsible Lending
- Section 47
- Section 54
- Terms of Settlement
- The 2013 Code of Banking Practice
