The Credit and Investments Ombudsman (CIO) helps consumers, at no charge, to resolve disputes they may have with financial services providers.
CIO is an easily accessible, impartial and independent service authorised by the Australian Securities and Investments Commission (ASIC) and the Office of the Australian Information Commissioner (OAIC).
CIO is a not-for-profit organisation which has helped tens of thousands of consumers since 2003. It offers consumers an alternative to costly and lengthy legal proceedings. There is no need to ‘lawyer up’ and our service is entirely free to consumers.
CIO has more than 24,000 participating financial services providers. These include credit unions, building societies, non-bank lenders, mortgage brokers, financial planners, debt purchasers and time share operators.
Under CIO’s Constitution, CIO:
- acts as a complaints resolution body for consumers to resolve disputes about financial services or privacy,
- promotes its services to consumers who may be in dispute with their financial services provider, and
- actively facilitates the resolution of consumer disputes about financial services.
- About CIO — The Credit and Investments Ombudsman (CIO) offers consumers a free service to resolve their disputes with financial services providers.
- Our Role — We provide a free, independent and impartial dispute resolution service to consumers. 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.
- Our Board — The Board must consist of an equal number of Consumer and Industry Directors, and an independent Chair, under the CIO Constitution.
- 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.
- Our Deputy Ombudsman
- CIO Constitution — The Constitution governs CIO’s internal affairs.
- CIO Rules — Every participant of the CIO scheme is bound by, and must comply with CIO’s Rules.
- CIO Guidelines — The Guidelines explain how CIO’s Rules apply to a complaint and the policies CIO takes into account when exercising discretion under the Rules.
- Vision and core values
- 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.
- Reconciliation Action Plan — CIO’s RAP provides a framework to improve its services and accessibility for Aboriginal and Torres Strait Islander Australians.
- Feedback about CIO — Your feedback is important to us because it helps us to improve the dispute resolution service we provide.
- Disclaimer — Any information contained on our website is for information purposes only. While we endeavour to keep this information up to date and correct, we make no warranties as to its accuracy or correctness. Any reliance you place on such information is at your own risk.