On 1 September 2018, the CIO scheme was transferred to the Australian Financial Complaints Authority (AFCA) as part of transition arrangements for AFCA commencing on 1 November 2018. From 1 September 2018, AFCA has been managing the CIO scheme.
As part of transition arrangements, any CIO complaint that is received prior to 1 November 2018 will be dealt with under the CIO Rules. From 1 November, the AFCA scheme will commence and any disputes received by AFCA will be dealt with under the AFCA Rules.
For more information, visit the AFCA website.
Your feedback is important to us because it helps us to improve the dispute resolution service we provide.
How to provide feedback
Email: [email protected]
Phone: 1800 931 678
Post (no stamp required):
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 staff member you have been dealing with, or their manager. We will not contact you unless you have requested a response.
What we do with compliments and suggestions
Your compliment or suggestion will be forwarded to the manager of the relevant department. If you have indicated that you would like us to respond, we will respond within 7 days.
What we do with complaints about CIO's service
We will endeavour to investigate and respond to your complaint about our standard of service within 7 days. If we are not able to do so, we will write to you within this time to let you know:
We generally respond to complaints about our service within 30 calendar days. If we cannot respond to you within this timeframe, we will let you know before the end of this period, and we will provide you with regular updates.
Can a complaint be made about a CIO determination?
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
If you have complained about our standard of service and you remain dissatisfied with our response to your complaint, you can request that the AFCA Independent Assessor review your complaint about our service. The AFCA Independent Assessor is available to you if you have received a complaint response dated 1 September 2018 onward about our service and you remain dissatisfied with our response.
The Independent Assessor will independently consider and respond to your complaint about the standard of our service. Complaints must be lodged with the Independent Assessor within three months of our final response.Before a complaint about our service can be made to the Independent Assessor, we must have had a reasonable opportunity to respond through our service feedback process.
The Independent Assessor does not have the power to review the merits or substance of a CIO determination.