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About Us


The Credit and Investments Ombudsman (CIO) offers consumers an accessible, independent and fair external dispute resolution (EDR) service, approved by the Australian Securities and Investments Commission (ASIC).
CIO has more than 20,000 participating financial services providers (FSPs) who operate in a variety of financial service sectors. Participants of the scheme include credit unions, building societies, non-bank lenders, mortgage and finance brokers, financial planners, investment managers, debt services and a wide range of other financial services and product providers.
The aim of the organisation is to provide consumers with a free and impartial dispute resolution service as an alternative to legal proceedings for resolving complaints with their financial services and product providers.

Our Role

We provide a free, independent and impartial dispute resolution service. We facilitate the resolution of complaints between consumers and participants of our scheme. In doing so, we provide both consumers and financial services providers with an alternative to legal proceedings for resolving financial services disputes.

We are not government-funded, nor do we regulate the financial services industry or discipline participants of our scheme.

We are required to meet certain benchmarks prescribed by the Australian Securities and Investments Commission (ASIC) and have been approved by ASIC to operate as an external dispute resolution (EDR) scheme in the financial services industry.

Participants of our scheme include non-bank lenders, finance brokers, credit unions, building societies, debt collection firms, financial planners, trustees, servicers, aggregators, mortgage managers, and many more. 

The Credit and Investments Ombudsman (CIO), previously known as Credit Ombudsman Service Limited (COSL), has been approved by the Office of the Australian Information Commissioner (OAIC) to handle privacy and credit reporting complaints  under the Privacy Act 1988. All credit providers are required to be a member of an EDR scheme recognised by the OAIC before they are permitted to disclose credit information to a credit reporting body or access such information. If a person is dissatisfied with the decision of a credit reporting body or a credit provider about their complaint, or about the outcome of an access or correction request, they can complain to CIO about this as long as the credit reporting body or credit provider is a member of CIO.

For more information about our services, becoming a scheme participant, or making a complaint, contact one of our friendly team members.

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About CIO

The Credit and Investments Ombudsman (CIO) offers consumers an accessible, independent and fair external dispute resolution (EDR) service, approved by the Australian Securities and Investments Commission (ASIC).

We have more than 20,000 participants of our scheme who operate in a variety of financial service sectors. Participants of our scheme include credit unions, building societies, non-bank lenders, mortgage and finance brokers, financial planners, investment managers, debt services and a wide range of other financial services and product providers.

Our aim is to provide consumers with a free and impartial dispute resolution service as an alternative to legal proceedings for resolving complaints with their financial services and product providers.

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Our Board

The Board must consist of an equal number of Consumer and Industry Directors, and an independent Chair, under the CIO Constitution. The CIO Board is responsible for overseeing the operations of the Credit and Investments Ombudsman scheme, ensuring the independent decision-making of the Credit Ombudsman and CIO staff, and for preserving the independence of the scheme and dispute resolution process.

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Our Ombudsman

The Ombudsman is appointed by the CIO Board and is the decision-maker of the Credit and Investments Ombudsman, with overall management responsibility for the Credit and Investments Ombudsman.

The Credit and Investments Ombudsman can make any decision allowed under CIO’s Rules and has the powers, duties and functions conferred or delegated by CIO’s Constitution, Rules and Board.

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Our Deputy Ombudsman
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CIO Constitution

The Constitution governs CIO’s internal affairs. Among other things, it sets out:

  • the objects of CIO
  • the relationship between CIO and scheme participants, and between financial services providers themselves
  • the method of appointing directors and the Ombudsman
  • the rights and obligations of its scheme participants.
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CIO Rules

Every participant of the CIO scheme is bound by, and must comply with CIO’s Rules.

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CIO Guidelines

The Guidelines to the CIO Rules explain some aspects of CIO’s Rules in greater detail.

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Feedback about CIO

Your feedback is important to us because it helps us to improve the dispute resolution service we provide.

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Consumer engagement

Our goal is to provide a free, fair and impartial dispute resolution scheme to all consumers regardless of their educational, financial or cultural backgrounds. We have developed a consumer engagement strategy to ensure that consumers know about us and that they can access our services easily.

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