Complaint Resolution


The Credit and Investments Ombudsman offers consumers and financial services providers an accessible, independent and fair dispute resolution service.
We offer an impartial dispute resolution service as an alternative to legal proceedings for resolving complaints with a participating financial services provider.
For more information about our process and lodging a complaint please see below links.

Making a Complaint

Step 1: Contact your financial services provider (FSP)

Internal Dispute Resolution (IDR)

All participants of the our scheme are required to have an Internal Dispute Resolution (IDR) procedure for handling customer complaints. It is also a condition of ASIC’s Regulatory Guide 165 that a licensed financial services provider (eg an ACL or AFSL) have a documented IDR process and must provide a final response to a complaint within 45 days from the time it is first made (or 21 days for applications for financial hardship or where a default notice is issued), whether orally (by phone or in person) or in writing.

Step 2: Lodging your complaint with us
 

External Dispute Resolution (EDR)

If the complaint remains unresolved after you have received a response from your financial services provider, or if the financial services provider does not respond within the required time, you can lodge the complaint with us.
 
If the financial services provider has not yet had an opportunity to resolve the complaint with you directly, we will refer the complaint to them before we can consider it further. As part of our registration process, we will contact the financial services provider and ask that they respond to you directly.
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Search Financial Services Providers

The Credit and Investments Ombudsman (CIO) is an independent dispute resolution service for financial services providers (FSPs) and their customers.

You can search our participant database for FSPs and to find detailed information about who to contact if you have a problem or complaint.

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Financial Hardship

If you’re finding it difficult to meet your repayments or if you have received a default notice from your lender, you should contact your lender as soon as possible to discuss your situation. You should also seek advice from a financial counsellor or a community legal centre.

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Financial Hardship Process

The are a number of stages in the process of financial hardship complaint handling. This section briefly outlines what may happen at each stage of the CIO complaint process.

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Financial Hardship FAQs

For answers to frequently asked questions it may be helpful to read our Financial Hardship FAQs, which provide further information on how to handle your complaint.

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Complaints FAQs

For answers to frequently asked questions. It may be helpful to read our FAQs which provide further information on how to handle your complaint.

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Complaints CIO covers

We may be able to help you if you believe, as a consumer or a small business, that a participant of our scheme has:

  • breached a law
  • breached a relevant Code of Practice
  • not met standards of good practice in the finance industry or
  • acted unfairly towards you.

We are able to make recommendations for compensation up to $309,000.

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Complaint Process

The are a number of stages in the process of complaint handling. This section briefly outlines what may happen at each stage of the CIO complaint process.

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Documents Needed

To help us deal with your complaint, you can provide us with:

  • a detailed timeline/chronology of events
  • copies of communications (letters, emails and faxes)
  • any agreement/s between you and your financial services provider
  • any additional information you feel is relevant in supporting your complaint.

If you don’t have the required information you may wish to contact your financial services provider to ask for a copy. However, if this is not possible, we can ask your financial services provider for this information once your complaint has been made.

All parties are required to comply with all requests from CIO in providing information.

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Third Parties

Sometimes we are asked to deal with a person other than the person who wishes to make a complaint. This may be because the person is elderly, unavailable or is unwell. In other circumstances, a person may feel more comfortable having someone else deal with the complaint for them, such as a family member, legal representative or financial counsellor.

If you wish to make a complaint, we will only deal with someone other than you if you authorise that person to act on your behalf. You can do this by completing the Third Party Authority form below.

You can download the Third Party Authority Form and attach it to your online complaint, or, if you are completing our PDF Complaint Form, the Third Party Authority is already included on the last page.

Once we have received the Third Party Authority, we will communicate directly with the third party representative.

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