Complaints and disputes
Information about disagreements over credit and debt
If you find yourself in dispute with your credit provider, a finance broker, a debt collector or any other business operating in the finance industry, it is essential that you act to resolve it as quickly as possible to avoid the matter coming to court. For example, once your complaint is under consideration by an independent body, any impending legal proceedings against you will generally be put off until a decision is made. However, if legal proceedings against you have already been started, it is too late to take your dispute to an independent body and you will have to file a defence in court.
Complaints against credit providers
If you have a dispute with your lender, you should try to resolve the problem (preferably in writing) with the lender's customer relations department. If the problem is still unresolved and you would like to lodge a complaint against the credit provider, you can fill out our Consumer Complaint Form, print it off and send it to:
Consumer Protection Division
Department of Commerce
Ground Floor
Forrest Centre
219 St George's Terrace
Perth WA 6000
In addition, the Financial Ombudsman Service (FOS) and the Credit Ombudsman Service Limited (COSL) will take complaints about lenders. However, FOS and COSL are voluntary schemes and not all lenders are members.
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Telephone: 1300 78 08 08
Fax: (03) 9613 6399
Email: info@fos.org.au
Credit Ombudsman Service Limited
PO Box A252
Sydney South NSW 1235
Telephone: 1800 138 422
Fax: (02) 9261 2798
Complaints against finance brokers
More information is available on the Making a complaint page.
Disputes with debt collectors
If you have an unresolved dispute or a complaint about a debt collector, you may be able to resolve it by referring it to one of the independent bodies listed above (eg. the Banking and Financial Services Ombudsman), of which the debt collector is a member. Such independent schemes provide assistance to consumers at no cost and the decision reached must be obeyed by all members. The brochure entitled Complaints about debt collection: the responsibilities of Commonwealth agencies sets out the role of both the ACCC and the Australian Securities and Investments Commission in the regulation of debt collection activities.