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.
This fact sheet explains how we can assist with financial hardship applications that:
We consider enforcement action to be any steps taken by a financial services provider to recover a debt owed by a consumer.
Guide | 'Your Debt - Your Rights'
If you have debt that you can’t pay such as a loan or lease payments, and you are in financial hardship, you have rights. Your financial services provider may help you but if you are not happy with their help, you can make a complaint to the Credit and Investments Ombudsman.
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.
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.