Any information contained on AFCA’s website is for information purposes only. While AFCA endeavours to keep this information up to date and correct, we make no warranties as to its accuracy or correctness. Any reliance you place on such information is at your own risk. AFCA is not liable to you for any loss, damage, claims, liabilities, expenses (including without limitation legal costs and settlement costs) whatsoever arising out of, or attributable to, any content or material on this website whether in contract, tort (including negligence), statute or otherwise.


The Australian Financial Complaints Authority Limited or its Service Providers own the copyright in relation to the site. Any person is authorised to view, copy and print the contents of each web page for personal information purposes only. It may not be used for commercial purposes. Any other use, reproduction or exploitation of the content on each web page is strictly prohibited. In particular, you must not on-sell, replicate, reproduce or redistribute any such information without Australian Financial Complaints Authority Limited prior approval.


The trademarks appearing on the Australian Financial Complaints Authority Limited website are trademarks of their respective owners. Nothing contained in the Australian Financial Complaints Authority Limited’s website should be construed as granting any licence or right of use of any trade mark displayed on the site without the express written permission of the Australian Financial Complaints Authority Limited or third party owner.

Links to other websites  

Australian Financial Complaints Authority Limited provides links to various Internet sites operated by third parties. These linked Internet sites are not under the control of the Australian Financial Complaints Authority Limited and it is not responsible for the contents of any linked Internet site or any hyperlink contained in a linked site. Links are provided for your convenience only, and the inclusion of any link does not imply any endorsement of the linked website by Australian Financial Complaints Authority Limited. Australian Financial Complaints Authority Limited accepts no liability for any loss incurred by you directly or indirectly as a result of you following any links or due to your reliance on information provided by such sites.

Website accessibility

AFCA is committed to providing a service that is accessible to everyone, including giving you the information you need, in a format that works for you.

To find out more about the types of assistance AFCA provides consumers and small businesses, please read about commitment to accessibility or download our consumer accessibility factsheet [PDF] (coming soon).

If you experience difficulty accessing any of the information on our website, please refer to the guidance below. You are also welcome to contact us with your request so we can provide the information you need in an alternative format.

The World Wide Web Consortium (W3C) publishes a set of guidelines called Web Content Accessibility Guidelines (WCAG). These guidelines presently set the international standard for web accessibility. There are three levels of conformance (A, AA and AAA).

As part of our commitment to accessibility, we currently aim to meet WCAG 2.0 conformance level AA for all content published on our website.

Help with accessing content on our website

Adjusting text size

You can increase the size of text on this website by clicking the + button at top right of any page on the AFCA website. Most web browsers and some operating systems also allow you to zoom in to increase the size of content displayed on-screen. Instructions on how to do this using your chosen browser or operating system will be provided in the help section.

Document formats

Most documents we provide on this website are Portable Document format (PDF).

Adobe Reader software is required to view PDFs. It is available as a free download from Adobe’s website. Adobe also provides a guide to help people use Adobe Reader accessibility tools and settings (including in conjunction with screen readers) to enhance their experience with PDF documents.

Please see the Adobe Accessibility page for this and other resources.


Some forms on this website include a character recognition test that presents you with a short random sequence of letters and numbers and asks you to type them into a submission field. This test is a common feature on websites and helps to ensure forms are being completed by a genuine person and not a malicious automated program or web robot.

The test we use on our website has an audio option. By clicking on the audio button you can listen to the characters being read out through your speakers or headphones.

Screen readers

There are a number of screen readers software applications available that convert on-screen text to speech. This includes applications freely available online, such as NVDA (NonVisual Desktop Access) for Microsoft Windows.

Web browser compatibility

For the best experience with this website, we recommend upgrading your browser to the latest version. Parts of this website, particularly forms, may not work with older browsers. If you experience browser compatibility issues, please upgrade.