Documents Needed

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.

The information outlined below is relevant for all complaints received by CIO prior to 1 November 2018. From 1 November 2018, AFCA will be dealing with all new financial services complaints.

What you need to provide

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.

Information we may ask for

When we deal with complaints, we actively seek relevant information from all parties and expect each party to act in good faith in presenting all relevant information.

Each party is required to present all relevant information to CIO, even if that information may not be favourable to their case.

Information we may consider

We aim to resolve complaints with as little formality and technicality as possible whilst still achieving fairness to all parties. However, we don't have the power to take any evidence on oath nor to cross-examine any of the parties.

We are entitled to make a logical conclusion based on the information supplied by the parties during the complaint process. Information supplied is assessed on the balance of probabilities.

Offensive or defamatory information

If we consider information to be offensive or defamatory, we may refuse to convey that information to any other party to the complaint. We may require the information to be amended by having all offensive or defamatory material removed before accepting or considering it.

If the party concerned does not resubmit the amended information with all offensive and defamatory material removed we may:

  1. regard a complaint as being withdrawn and notify the parties of this outcome; and/or
  2. proceed to deal with the complaint without regard to the information.

Third party authority

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 and attaching it to your online complaint. 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.

Supporting documents

If you have any supporting documents which you would like to attach to your complaint, you will have an opportunity to do so. You can upload up to 5 files and there is a 2MB restriction for each file.

Need Legal advice?

Contact your local state office for more information