Other help for bank customers - The Banking Code Compliance Committee

Help to resolve your complaint

Australian Financial Complaints Authority (AFCA)	If you have a complaint you haven’t been able to resolve with your bank directly, AFCA may be able to assist. AFCA provides free, accessible and independent help to resolve disputes between customers and their banks.

Australian Financial Complaints Authority (AFCA)

If you have a complaint you haven’t been able to resolve with your bank directly, AFCA may be able to assist.

AFCA provides free, accessible and independent help to resolve disputes between customers and their banks.

Help if you’re in financial difficulty

National Debt Helpline	Call the National Debt Helpline for over-the-phone financial counselling free help to manage your debts and get your finances back under control. Freecall 1800 007 007 from 9:30 am to 4.00 pm, Monday to Friday.
Financial Counselling Australia (FCA)	For free, face-to-face financial counselling, use FCA’s service locator to find a service close to you.
Australian Banking Association	Published by the Australian Banking Association, this website directs you to information about each bank’s assistance for customers in financial difficulty.

Money tools and financial information

MoneySmart	Free, independent information and tools to help you make the best choices with your money.
MoneyHelp	Free, confidential and independent financial information for Victorians facing job loss or having trouble paying their rent or mortgage.

Legal assistance

National Legal Aid	Legal Aid services provide free, independent and confidential legal assistance, particularly for people who are disadvantaged. NSW Freecall 1300 888 529 VIC Freecall 1300 792 387 QLD Freecall 1300 651 188 WA Freecall 1300 650 579 SA Freecall 1300 366 424 TAS Freecall 1300 366 611 ACT Freecall 1300 654 314 NT Freecall 1800 019 343
Consumer Credit Legal Centres	A consumer credit legal centre can give you free advice on legal questions to do with banking and other financial services. NSW Financial Rights Legal Centre 1800 007 007 VIC Consumer Action Law Centre 1300 881 020 WA Consumer Credit Legal Service 08 9221 7066 TAS Consumer Credit Hotline 1800 232 500 ACT Consumer Law Centre (02) 6257 1788

National Legal Aid

Legal Aid services provide free, independent and confidential legal assistance, particularly for people who are disadvantaged.

NSW Freecall 1300 888 529
VIC Freecall 1300 792 387
QLD Freecall 1300 651 188
WA Freecall 1300 650 579
SA Freecall 1300 366 424
TAS Freecall 1300 366 611
ACT Freecall 1300 654 314
NT Freecall 1800 019 343

Consumer Credit Legal Centres

A consumer credit legal centre can give you free advice on legal questions to do with banking and other financial services.

NSW Financial Rights Legal Centre 1800 007 007
VIC Consumer Action Law Centre 1300 881 020
WA Consumer Credit Legal Service 08 9221 7066
TAS Consumer Credit Hotline 1800 232 500
ACT Consumer Law Centre (02) 6257 1788

Credit reporting agencies

Equifax	Equifax is a credit reporting agency. It may give you a free copy of your personal credit report.
illion (previously Dun & Bradstreet)	illion is a credit reporting agency. It may give you a free copy of your personal credit report via its CheckYourCredit website.

Government and regulators

Australian Securities & Investment Commission (ASIC)	ASIC is Australia’s independent corporate regulator. It regulates banks and enforces company and financial services laws and consumer protections.
Office of the Australian Information Commissioner (OAIC)	The OAIC is Australia’s national data protection authority. It investigates some privacy complaints.
State and territory consumer affairs and fair trading offices	State and territory consumer affairs and fair trading offices answer enquiries about consumer issues and may resolve some complaints from consumers. However, they do not handle banking complaints and will instead refer you to AFCA. NSW Fair Trading 13 32 20 VIC Consumer Affairs Victoria 1300 558 181 QLD Fair Trading 13 13 04 WA Consumer Protection 1300 304 054 SA Office of Consumer and Business Affairs 13 18 82 TAS Consumer Affairs and Fair Trading 1300 654 499 ACT Office of Fair Trading 02 6207 0400 NT Consumer Affairs 1800 019 319
Australian Competition & Consumer Commission (ACCC)	The ACCC is the national consumer regulator. While the ACCC doesn’t resolve individual complaints, you can report a consumer issue or get information and advice about your rights, obligations and options by contacting its Infocentre on 1300 302 502, Monday to Friday from 8.30 am to 5.30 pm.
Australian Prudential Regulation Authority (APRA)	APRA is the prudential regulator of the Australian financial services industry. APRA doesn’t resolve complaints, but individuals can provide it with information about an institution’s failure to comply with the law.