Before you complain to AFCA, we encourage you to do the following:
- Complain directly to your financial firm first, using their internal dispute resolution process. Many complaints can be resolved quickly once you make contact with your financial firm (for example, your bank, insurer, financial planner, mortgage broker, superannuation fund).
Find your financial firm. - Identify the issue you want to complain to us about.
- Work out if you want to authorise someone else to complain on your behalf.
- Think about what type of loss you have experienced, and what sort of outcome you want to achieve.
- Collect any relevant documents that will help support your complaint.
- If you’re experiencing financial difficulty, prepare a Statement of Financial Position.
- Find out where you can go for help if your complaint doesn’t fall within our Rules.
- Read through the process we follow, including AFCA's timelines, and make sure you understand the process for your complaint.
Ready to complain to AFCA?
To lodge a complaint with AFCA quickly and conveniently, you can create a portal account online in just a few minutes. Once your account is set up, you can easily complete and submit the complaint form, track the status of your case, and manage important actions such as responding to requests for information, uploading supporting documents, or providing additional details. You’ll also receive notifications and updates related to your case directly through the portal. For additional help with using the portal, you can click here for more information.
To help keep your personal and financial information safe, the portal requires multi-factor authentication. When you create a portal account, you will be asked to verify your email address two times with a unique code. However, once you have an account, you will only need to verify your email address once to log back into the portal.
If you're unable to lodge your complaint online or need additional help, you can submit a complaint via email ([email protected]) or by calling us (1800 931 678).
Privacy policy
By proceeding to use the AFCA portal, you agree to AFCA capturing any information as it is entered into the portal. All information provided to AFCA is protected by our Privacy Policy.
Please note: Complaints made prior to January 12, 2024, will not be entered into the Complaints Portal. If you need to make an update, please contact us at 1800 931 678 or email [email protected].
What you should know about making a complaint
To make a complaint by email, you can download a copy of the complaint form and email [email protected].
To make a complaint over the phone, you can free call 1800 931 678.
If you need more information or support, you can talk to one of our staff using Live Chat between 9am–5pm AEST Monday to Friday.
