Australian Financial Complaints Authority (AFCA)
The national external dispute resolution scheme for complaints about banks, lenders, insurers, super funds and other financial firms.
In this profile
- Explain what AFCA is and why it exists
- Set out the kinds of financial complaints AFCA can consider
- Show who can lodge a complaint and that the service is free for consumers
- Connect AFCA's role to debt, credit and lending disputes
- Point readers to the official channels for current details
8 min read
What it is
The Australian Financial Complaints Authority, usually shortened to AFCA, is the single national scheme for resolving disputes between consumers or small businesses and financial firms. It is an external dispute resolution (EDR) body, meaning it sits outside the courts and outside the firm you are complaining about. AFCA is independent and its decisions are designed to be fair to both sides.
Most financial firms that deal with the public are required to be members of AFCA as a condition of their licence. The official website is afca.org.au, where the current contact details, complaint form and timeframes are published. Please check the official website for current details, as processes and contact options can change.
What it handles
AFCA can consider a wide range of financial complaints. Common categories include banking and payments, credit and loans, insurance (general and life), superannuation, financial advice, and investments. Typical issues include a refused or mishandled hardship request, a disputed transaction, a declined insurance claim, or unfair conduct by a lender.
- Banking, deposits and payment disputes
- Credit, loans and lending conduct, including hardship
- General and life insurance claims and decisions
- Superannuation complaints
- Financial advice and investment disputes
There are limits on what AFCA can look at and on the monetary amounts it can award. The official scheme rules set these out in detail.
Who can use it
AFCA is free for consumers and is also open to many small businesses. You generally need to complain to the financial firm first and give it a chance to respond through its internal complaints process. If you are not satisfied with the outcome, or the firm does not respond in time, you can take the matter to AFCA.
You do not need a lawyer to lodge a complaint, although you may choose to get advice. Free help is also available from financial counsellors and community legal centres. For a broader overview of consumer support options, see the Merion directory.
Relevance to debt & credit
For people dealing with debt and credit, AFCA is often the most relevant EDR scheme. If a complaint involves a credit provider, a buy-now-pay-later provider, a debt collector acting for a financial firm, or a lender's handling of a financial hardship request, AFCA may be able to consider it. Lodging a complaint can sometimes pause certain enforcement steps while the dispute is being looked at, but you should confirm this directly with AFCA for your situation.
How to reach them
You can find AFCA's current phone number, online complaint form, postal address and accessibility options on the official website at afca.org.au. We deliberately do not list a phone number here because contact details change over time. Please check the official website for current details before lodging a complaint.
Key takeaways
- AFCA is the free, independent national EDR scheme for financial complaints
- It covers banking, credit, insurance, super and financial advice disputes
- Complain to the firm first, then escalate to AFCA if unresolved
- Confirm current contact details and rules at afca.org.au
Frequently asked questions
Does it cost anything to complain to AFCA?
AFCA is free for consumers and eligible small businesses. The cost of the scheme is met by its member financial firms, not by complainants.
Do I have to contact the financial firm before AFCA?
Usually yes. You normally need to raise the issue with the firm's internal complaints process first. If it is not resolved or the firm does not respond in time, you can take it to AFCA.
Can AFCA help with a debt collector?
It may, where the collector is acting for a financial firm or the complaint relates to a financial product. Check AFCA's official website to confirm whether your specific complaint is within scope.
This is general information, not legal or financial advice. Details can change — always confirm current contact details and processes on the organisation's official website.
Know who to turn to
A free, plain-English directory of the regulators, courts, schemes and services behind debt and credit in Australia.