Updated: 30 October 2023

The Australian Financial Complaints Authority (AFCA) has today launched a support hotline to ensure priority service for those impacted by the devastating Australian bushfires.

The AFCA Bushfire Support Line (1800 337 444) is part of AFCA’s disaster response process which identifies and expedites complaints about financial products and services from the impacted communities.

AFCA Chief Operating Officer Justin Untersteiner said AFCA was ready and willing to assist to ensure financial complaints are resolved quickly.

“AFCA is an ombudsman service that provides free, fair and independent help with financial disputes,” Mr Untersteiner said.

“If you’re affected by the bushfires, and you find yourself in a dispute with your insurer or financial provider about a claim or request for assistance, AFCA can help resolve it. We have special processes that identify and fast-track complaints from people, primary producers and small businesses in impacted communities, so we can assist you to resolve complaints as quickly as possible.”

AFCA also encouraged people to think twice before signing contracts with claims management companies.

“Our service is completely free to use and legally binding on financial firms,” Mr Untersteiner said.

“AFCA has heard reports of claims management companies charging people to manage disputes with financial firms.

“While not illegal, AFCA is concerned that people are being charged excessive costs and/or a percentage of the sum recovered, when in reality the service provided is of no real benefit to the person.

“AFCA warns against signing binding contracts with claims management companies unless people clearly understand the likely cost implications. In most cases it is not necessary or of any real value.”

For more information, visit AFCA’s online bushfire support information hub: afca.org.au/bushfiresupport

 

Published: 23 January 2020

 

Media enquiries media@afca.org.au

About AFCA

The Australian Financial Complaints Authority (AFCA) is a non-government ombudsman service providing free, fair and independent help with financial disputes. It is a one-stop-shop for consumers and small businesses who have a dispute with their financial firm, over things such as banking, credit, insurance, advice, investments or superannuation. Where an agreement cannot be reached between parties, AFCA can issue decisions that are binding on financial firms.

Sorry, we’re currently offline.

Would you like to end your chat with AFCA?

Please bear in mind that your conversation will not be saved.

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

Offline

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

Please enter your details to start your chat with an AFCA representative.

Please enter your name
Please enter a valid email address
Please enter a valid phone number

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

Welcome to our live chat help service.

An agent should be with you shortly.