Resources for consumers

Dispute resolution

Financial Ombudsman Service Australia

Offers a free, accessible and independent dispute resolution service to help consumers resolve complaints with participating financial services providers.

Credit and Investments Ombudsman

Offers a free, accessible and independent dispute resolution service to help consumers resolve complaints with participating financial services providers.

Financial counsellors

Financial Counselling Australia (FCA)

To find a Financial Counsellor call 1800 007 007 to be automatically transferred to the phone service in your State (Freecall 9:30am to 4pm, Monday to Friday),

FCA’s website also contains a service locator for organisations providing financial counselling.

Legal aid

National Legal Aid

The organisation’s website features a legal aid service locator for each State and Territory. These services are free, independent and confidential. Phone (03) 6236 3813.

National Association of Community legal centres

The association’s website provides a service locator for community legal centres. Phone (02) 9264 9595.

Consumer Credit Legal Centres

Telephone advice for consumers with legal questions about financial services:

ACT: Consumer Law Centre (02) 6257 1788

NSW: Consumer Credit Legal Centre 1800 007 007

TAS: Consumer Credit Hotline 1800 232 500

VIC: Consumer Action Law Centre 1300 881 020

WA: Consumer Credit Legal Service 08 9221 7066

Money tools, debt and financial information and support

Money Help

Free confidential and independent financial information for Victorians experiencing financial difficulty.

Money Smart

Offers free, independent guidance so that consumers can make the best choices for their money.

Debt self-help

Directs you to financial counsellors in your area. Features a ‘Debt Self Help Tool’.

Industry bodies

Customer Owned Banking Association

Provides useful information on customer owned banking financial services and consumer issues.

 Government agencies and industry regulators

Australian Competition & Consumer Commission

Assesses complaints on business practices and provides guidance to business and consumers on their rights and obligations under the Australian Consumer Law.

Australian Prudential Regulation Authority

Promotes prudent behaviour among financial institutions. Can provide advice and/or guidelines on the early release of superannuation benefits.

Australian Securities & Investments Commission

Regulates and enforces consumer protection laws covering investments, superannuation, insurance and financial advice.

Office of the Australian Information Commissioner

Investigates allegations of breaches of privacy.

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