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.
Do you have a complaint?
If you have a problem with your mortgage broker, lender, credit union, bank, financial planner, debt collector or other finance provider, you should contact them right away.
Most complaints can be solved quickly with a simple phone call or email.
If you are not happy with the response from your finance provider, you can make a complaint to the Credit and Investments Ombudsman.
We are a free, fair and impartial dispute resolution service for consumers and small businesses in the finance industry.
We investigate and resolve complaints.
We can investigate your complaint if the finance provider:
Here are a few examples:
Making a complaint to us is easy. You can lodge a complaint at www.cio.org.au or send us a completed complaint form by email, fax or post.
If you need assistance in lodging a complaint, we can help you.
If you are speech or hearing impaired, you can contact us through the National Relay Service ask for the Credit and Investments Ombudsman at 1800 138 422.