Guides and Brochures

This section provides additional information for both consumers and financial services providers in terms of the CIO complaint process, information about how to make a complaint, conciliation conferences, financial hardship, and how to become a participant of the Credit and Investments Ombudsman scheme.


Fact sheet | Credit Reporting: Enquiries [PDF]

A credit enquiry is an entry on a consumer’s credit report, which records that a credit provider has accessed and viewed the information in the credit report.  The enquiry arises out of a consumer’s credit application to that credit provider.


Fact sheet | Financial Hardship: unregulated credit and guarantors [PDF]

This fact sheet explains how we can assist with financial hardship applications that:

  • relate to unregulated credit contracts, and
  • are made by guarantors for regulated or unregulated credit contracts.


Fact sheet | Enforcement action

We consider enforcement action to be any steps taken by a financial services provider to recover a debt owed by a consumer.


Fact sheet | Confidential information

Confidential information is any information given to us by a consumer or financial services provider (a “party”) which we are asked to treat as confidential. 

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Fact sheet | Procedural fairness

“Procedural fairness” is about ensuring that our decision-making is fair and reasonable.

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About Complaints | Consumer Brochure

We offer consumers and small businesses a free and impartial complaint resolution service to investigate and resolve complaints against financial services providers.

How can we help you?
More than 20,000 financial services providers participate in our scheme including mortgage brokers, non-bank lenders, credit unions, mutual banks, financial planners, debt purchasers, small amount lenders, motor vehicle financiers, and many others. 

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Guide | Financial Hardship

CIO understands that financial hardship can be caused by such factors as increases in interest rates, significant life changes, workplace injury, unemployment and serious illness. 

Consumers finding it difficult to meet repayments, or those who have received a default notice from their lender, should contact their lender as soon as possible to discuss the situation. 

Should consumers be unable to resolve an issue with their financial services provider, CIO provides a fair and independent service to assist in reaching resolutions between financial services providers and consumers. 

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