Helping constituents use our service

AFCA helps individuals and small businesses to resolve complaints about financial products and services. 

If a constituent contacts you with an unresolved complaint about their financial firm, then AFCA may be able to help.

Contact us

Telephone: 1800 931 678 (free call)

Email: info@afca.org.au

Mail:

Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne, VIC 3001

Resources and factsheets

We consider complaints about

About AFCA

AFCA helps individuals and small businesses to resolve complaints about financial products and services. 

Types of complaints we can consider

We consider a wide range of financial complaints, including credit cards, loans and insurance. However, there are some types of complaints we can’t consider.

Our process and outcomes

AFCA’s process is free, fair and effective. Learn more about how it works and the kind of outcomes AFCA can provide.

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AFCA chat service terms and conditions

Welcome to our live chat help service.

Please be advised we cannot provide you with financial or legal advice. However, we may be able to refer you to a community legal centre or financial counselling service if you need help.

Our live chat is operated by Genesys Cloud on behalf of AFCA. Any personal information provided in this chat will be captured by both organisations in accordance with their privacy policies, available at www.afca.org.au/privacy and www.genesys.com/company/legal/privacy-policy

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

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We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

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