We value your feedback.
Compliments, suggestions and complaints about AFCA’s service help us improve the quality of our services.
You can also provide feedback in the following ways:
Phone: 1800 931 678
Post: AFCA Service Manager
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Your feedback should be as specific as possible so your comments can be initially directed to the AFCA staff member you have been dealing with, or their manager.
We will not contact you unless you have requested a response.
If you submit a complaint about our service, your concerns will be handled in accordance with our Feedback Policy.
Can a complaint be made about an AFCA decision?
A determination is a final decision. It is not possible to use our service feedback process to have your complaint re-opened.
If you’re still unhappy
Any person or business directly affected by how we deal with a complaint can register dissatisfaction with the Independent Assessor.
Before a service complaint about AFCA can be made to the Independent Assessor, we must have had a reasonable opportunity to respond through our service feedback process.
If you are dissatisfied with your response from the AFCA Service Manager, you can refer your concerns to the Independent Assessor. The Independent Assessor will independently consider and respond to your feedback.
Find out more about the Independent Assessor.