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 and the current CIO complaint fee schedule. From 1 November the AFCA scheme will commence and any disputes received by AFCA from this date will be subject to the AFCA complaint fee schedule and funding model.

A copy of AFCA’s complaint fee guide is available to all AFCA members on AFCA’s member portal, within the Invoices section.

For CIO disputes received up until 31 October 2018, you will receive one free complaint in that membership period, which entitles you to a refund of any service fees you pay for a complaint made about you or one of your representatives. This rebate entitles an Australian Credit Licensee and an Australian Financial Services Licensee to recoup service fees that they have paid in relation to a complaint made about them under the CIO Rules. The program is only available for one complaint received in their membership period up to 31 October 2018.

Terms and conditions of use

  1. The Complaint Rebate can be used if it meets the following criteria:
    1. the financial services provider (FSP) is an Australian Credit Licensee or an Australian Financial Services Licensee, and
    2. the complaint is about the FSP, the FSP’s Credit Representative or the FSP’s Authorised Representative, and
    3. all fees (including the service fee for which the rebate is intended to be used, as well as membership, renewal and any additional fee) have been paid by their respective due dates, to both CIO and AFCA, and
    4. the complaint has been closed.
  2. The rebate can only be used once in the membership period ending 31 October 2018.
  3. The rebate is only valid for one complaint and cannot be used to obtain a refund of service fees for any other complaint.
  4. The rebate cannot be used to obtain a refund of service fees if:
    1. a Determination, Award or Order has been made by the Ombudsman in relation to the complaint, or
    2. the complaint was closed in a previous CIO membership period.
  5. The rebate will expire immediately and without notice on:
    1. the refund of the service fees, or
    2. the FSP’s non-payment of a membership fee, renewal fee, service fee or any additional fee by the due date, or
    3. the FSP’s membership of AFCA not being renewed by the due date, or
    4. the date of the FSP’s notice of its intention to resign its membership, or
    5. the date an Ombudsman makes an Award or Order, or
    6. the date of cancellation or suspension of the FSP’s membership or the date on which the FSP is expelled, or
    7. 30 June 2019.
  6. The rebate is not transferable or cumulative.
  7. The rebate does not apply to:
    1. Determinations, Awards or Orders made by an Ombudsmana against an FSP, and/or
    2. the cost of expert advice obtained by CIO or AFCA, and/or
    3. the cost of third party conciliation, and/or
    4. Systemic issue and serious misconduct fees.

Using the rebate

  1. Once the complaint has been closed, email [email protected] and state:
    1. your AFCA membership number, and
    2. the complaint number to which the rebate is to be applied.
  2. Once we receive the request, and if it meets the rebate criteria, the service fee/s will be refunded or waived within 14 working days.