Complaints dating back to 1 January 2008

The Government has extended AFCA’s remit to consider financial complaints dating back to 1 January 2008. Consumers and small business owners will be able to lodge legacy complaints between 1 July 2019 and 30 June 2020. 

We will be shortly issuing guidance that explains what this change means for you and how to lodge your complaint with us. While awaiting this guidance, please do not lodge a complaint or call us yet. 

Our statement on the extension of our jurisdiction contains more information.

If your complaint falls within the timeframes indicated in our Rules (generally a maximum of six years from awareness of the financial loss), please proceed with lodging your complaint.

 

Before you complain to AFCA, we encourage you to do the following: 

  • Complain directly to your financial firm first, using their internal dispute resolution process. Many complaints can be resolved quickly once you make contact with your financial firm (for example, your bank, insurer, financial planner, mortgage broker, superannuation fund).

    Find your financial firm.
  • Identify the issue you want to complain to us about.
  • Work out if you want to authorise someone else to complain on your behalf.
  • Think about what type of loss you have experienced, and what sort of outcome you want to achieve.
  • Collect any relevant documents that will help support your complaint.
  • If you’re experiencing financial difficulty, prepare a Statement of Financial Position.
  • Find out where you can go for help if your complaint doesn’t fall within our Rules.
  • Read through the process we follow, including AFCA's timelines, and make sure you understand the process for your complaint.

Ready to complain to AFCA?

Start the online complaint form

By proceeding you agree to AFCA capturing any information as it is entered into this form. All information provided to AFCA is protected by our Privacy Policy.

 

If you need more information or support, you can talk to one of our staff using Live Chat between 9am–5pm AEST Monday to Friday. 

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You can also download a copy of the complaint form [PDF]