Other help for bank customers
A range of other organisations provide free information and services to help customers with banking and financial issues.
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.
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)
|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
Free, independent information and tools to help you make the best choices with your money.
Free, confidential and independent financial information for Victorians facing job loss or having trouble paying their rent or mortgage.
|National Legal Aid
Legal Aid services provide free, independent and confidential legal assistance, particularly for people who are disadvantaged.
|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.
Credit reporting agencies
Equifax is a credit reporting agency. It may give you a free copy of your personal credit report.
|illion (previously Dun & Bradstreet)
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.
|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.