Free Dispute Resolution in Australia — AFCA, TIO, Ombudsman Complaints

When You Have a Dispute — Free Complaint Steps with AFCA, TIO and Ombudsmen

If you have a dispute with a bank, insurer, money transfer service, phone or internet provider, energy or water supplier or government agency: the order of steps after your internal complaint, and which free body handles what (AFCA, TIO, state energy and water Ombudsmen, Commonwealth Ombudsman).

Overview — free dispute resolution outside the courts

If you have a dispute with a bank, insurer, money transfer service, telecommunications provider, electricity or water supplier or government agency, Australia has free external dispute resolution (EDR) schemes you can use without going straight to a court or tribunal. The order is broadly the same. First, make a formal complaint (internal dispute resolution, IDR) to the business or agency; if it is not resolved, you move on to the external body for that sector. This guide covers only the jurisdiction map, which shows which body handles what, and the common order of steps. Industry-specific details are in the individual guides, such as 'Consumer Rights & Refunds', 'Utilities', 'Insurance' and 'Remittance'.

Types of body — industry schemes differ from government agencies

AFCA and TIO (the Australian Financial Complaints Authority and the Telecommunications Industry Ombudsman) and the energy and water Ombudsmen such as EWON and EWOV are generally not government agencies but independent industry schemes that businesses in the sector must join. The structure differs by region: in Tasmania it is a statutory Ombudsman set up under state law, in Western Australia the state Ombudsman also serves as the industry scheme's Ombudsman, in the ACT a tribunal handles it, and in the Northern Territory the territory Ombudsman does. The Commonwealth Ombudsman, by contrast, is an independent body that deals with the administrative actions of Australian Government agencies. The ACMA, ACCC and AER are regulators, and they say themselves that they do not resolve individual disputes such as those about charges or contracts. However, the AER says it directly decides connection disputes of households and small businesses who cannot agree with an electricity or gas distribution network operator (distributor) on the connection costs or terms it has offered, so check the AER's official website for who is covered and how the process works.

Internal complaint (IDR) first — deadlines and records

Most external bodies tell you to make a formal complaint directly to the business or agency first. You can do this by phone, but it is better to leave a record by email or online form: put 'complaint' in the subject line and state the date, the details and the outcome you want. Response time limits differ by industry, and one industry's limits must not be applied to another. They can also change over time, so check each body's official guidance.

Financial firms follow RG 271 (2021)

RG 271 (2021) is the internal complaints standard set by the Australian Securities and Investments Commission (ASIC). It applies only to financial firms such as banks, insurers, credit providers and super funds, with exceptions by type. Do not apply these numbers to telecommunications, energy or government agencies. A financial firm's final response must state the outcome and that you can go to AFCA. Keep the complaint date, reference number and all responses.

Financial firms (RG 271) — the standard is a response within 30 days (general), 45 days (superannuation) or 21 calendar days (credit default notices, hardship)
Telecommunications providers (ACMA industry standard) — urgent complaints resolved within 2 business days, a resolution plan within 10 business days, agreed actions completed within 5 business days
Electricity, gas and water — make a formal complaint to your supplier first; if it is not resolved, lodge it with the Ombudsman for your area (in the ACT, the tribunal)

If a financial firm does not respond within the time limit, or its response is not satisfactory, you can lodge a complaint with AFCA. Even if the firm has notified you of a delay, that does not stop you from lodging with AFCA.

Conditions for using an external body — what to check

External bodies do not handle every dispute. Before you lodge, check whether the other party is a member (a registered business) of that body, whether you are still within the time limit, and whether a court or tribunal has already dealt with the matter. What follows is based on AFCA's requirements; the TIO and each Ombudsman have their own, so check that body's guidance.

Membership — AFCA only deals with member financial firms. For money transfer apps and overseas businesses, check using 'Find a financial firm'
Time limit — whichever is earlier of '6 years from when you knew, or should have known, about the loss' and '2 years after the final response to your internal complaint' (AFCA's general rule). Superannuation complaints, and complaints to which the National Credit Code applies, such as a change to a loan contract because of financial difficulty (hardship), an unjust transaction, or unconscionable interest and other charges, have separate time limit rules, so check the AFCA official website
Matters that are usually difficult to bring — matters already handled by a court or tribunal or on the same facts, and complaints about the level of fees, premiums or interest rates themselves

AUWith only outlines how the system works and does not assess whether a complaint can be accepted or its outcome. If lodging proves difficult, see the 'Applying to a small claims tribunal' guide (fees apply). Courts and tribunals may have separate time limits, so check with the body concerned.

Jurisdiction map by sector — where to go

Where you go depends on the type of problem. Workplace and wage problems are not covered by this map; see the 'Workplace Problems & Wage Theft Reporting' guide. Whichever body it is, complain to the business or agency first.

AFCA — Finance, insurance, remittance

Handles disputes about banking, loans, insurance, money transfers, investments and superannuation, free of charge (1800 931 678). Health insurance is handled by the PHIO, not AFCA (the Private Health Insurance Ombudsman), and AFCA only deals with member financial firms.

TIO — Phone and internet

Handles mobile phone and internet disputes, free of charge for individuals and small businesses (1800 062 058). All telecommunications providers operating in Australia must be registered with the TIO. Complain to your provider first.

Electricity, gas and water — state Ombudsmen

For electricity and gas: NSW (EWON), VIC (EWOV), QLD (EWOQ), SA (EWOSA), WA (Energy and Water Ombudsman), TAS (Energy Ombudsman Tasmania) and NT (Ombudsman NT). In the ACT, the ACT Civil and Administrative Tribunal (ACAT) handles it. For water, the responsible body differs by state.

Federal, tax, postal, state agencies

The administrative actions of Australian Government agencies are handled by the Commonwealth Ombudsman (1300 362 072); the Australian Taxation Office (ATO) and the Tax Practitioners Board (TPB) by the Tax Ombudsman; Australia Post by the Postal Industry Ombudsman; and state government agencies by each state's Ombudsman. The Commonwealth Ombudsman's office also performs the Overseas Students Ombudsman function.

Step-by-step complaint tips

Practical tips that first-time complainants often miss. If you keep records and follow the order of steps, lodging with an external body is much easier.

Describe the problem and the outcome you want in a sentence or two. Include dates, amounts, contract number and what you are asking for (refund, correction, repair, etc.).
Lodge it in writing and get a reference number. If you phoned, make a note straight away of the date, who you spoke to and what was said.
Keep the business's final response in writing. A financial firm's response should include the outcome and information about AFCA, and its date can be used to calculate the time limit for lodging.
If English is difficult, ask for an interpreter. AFCA, the TIO and the Commonwealth Ombudsman provide information on interpreting and translation, and the free interpreter service is TIS National 131 450.
Anyone lodging on someone else's behalf should get written authority. For a family member or friend to act for you, a document recording your consent (an authorised representative form) is needed, and the form differs from one body to another.

Myths and mistakes

These are misunderstandings that come up often in dispute resolution. They can lead you to lodge in the wrong place or miss a deadline.

Thinking you can go straight to AFCA or an Ombudsman — in most cases the order is to complain to the business or agency first. AFCA also says the first step is usually to tell the financial firm directly, and if you lodge with AFCA straight away it will usually pass the complaint to the firm to give it the chance to resolve it first. If the financial firm does not respond within the time limit, or its response is not satisfactory, you can lodge with AFCA.
Thinking that reporting to the ACMA, ACCC or AER will resolve your dispute — they do not resolve individual disputes over things like charges and contracts. As an exception, the AER reviews disputes where you cannot agree with an electricity distributor on the costs or terms in the connection quote it has issued, so check the AER's official website to see whether this applies to you. For telecommunications it is the TIO, for energy and water the state Ombudsman, and for finance AFCA.
Assuming you do not have to pay your charges while a dispute is under way — the obligation to pay differs by matter and sector. Do not stop paying on your own; first check the official guidance from the business and the Ombudsman.
Signing a settlement agreement or release without reading it — it may mean giving up any later claim, so check the terms before you sign and, if needed, see the 'Getting free legal help' guide.
Paying for a 'complaint agent' service — AFCA, the TIO and the Ombudsmen are free, and you can lodge a complaint yourself. If you want to use an agent, weigh up the cost and the scope of the service first.

Useful official links

Frequently Asked Questions

Must I always complain to the business first?▾

Most bodies tell you to raise the problem directly with the business or agency first. AFCA says the first step is usually to speak to the business directly, and the TIO and the energy and water Ombudsmen also tell you to contact the business first. The Commonwealth Ombudsman does not take a complaint unless you have first made a formal complaint to the agency concerned, and says that in some cases it cannot accept one. However, if a financial firm does not respond within the time limit or you are not satisfied with its response, you can lodge a complaint with AFCA.

Does it cost anything to use AFCA or an Ombudsman?▾

AFCA, the TIO, the state energy and water Ombudsmen and the Commonwealth Ombudsman are free for consumers. So you do not necessarily need a paid 'complaint agent' service; if you do use one, check the cost and what the agent will do before you sign a contract. If a family member or friend lodges a complaint for you, a written authority recording your consent (an authorised representative form) is often needed.

By when do I need to lodge a complaint with AFCA?▾

Under the AFCA Rules (March 2026 version), you generally have to lodge by whichever comes first: 6 years from when you first knew, or should have known, about the loss, or, if you have received the business's final internal complaint response, 2 years after that response. The time limit can be extended in special circumstances. Superannuation complaints have separate time limits depending on the type, and some of these cannot be extended. For complaints to which the National Credit Code applies, such as a change to loan terms because of hardship (financial difficulty), an unjust transaction, or unconscionable interest or other charges, the limit is whichever is later: 2 years from the day the loan contract ended or 2 years after the internal complaint response, so even if it happened long ago, time may still remain. Check the time limit for your case with AFCA (checked October 2026).

Should I report a telco dispute to the ACMA?▾

The ACMA says it does not investigate individual disputes between consumers and telecommunications providers; that is the job of the TIO (1800 062 058). First make a formal complaint to your provider. Under the ACMA industry standard, a provider must acknowledge your complaint and set out a plan to resolve it, and must tell you about the TIO if the matter is not resolved. For charges and contract problems, see also the 'Mobile Phone Setup' guide.

Where do I go for a power or water bill dispute?▾

The order is to make a formal complaint to your supplier and, if the problem is not resolved, lodge it with the energy and water Ombudsman for your state. The body differs from state to state, so find your state on the jurisdiction map. The AER does not resolve disputes between consumers and electricity or gas retailers (the companies that bill you). However, if you cannot agree with an electricity distributor or gas distributor on the connection costs or terms it has offered, the AER separately reviews connection disputes, so check the AER's official website to see whether this applies to you. For hardship and disconnection rules, see the 'Utilities' guide.

If I'm unhappy with a Centrelink or visa decision, do I go to the Commonwealth Ombudsman?▾

The Commonwealth Ombudsman looks at how Australian Government agencies handle administrative matters, and tells you to complain to the agency first. It says it does not generally investigate complaints about decisions that can be reviewed by a tribunal (the Administrative Review Tribunal, ART) or about delays in visa processing times, and it cannot make an agency change a decision. The deadline for applying for review is set out in your decision notice and can run separately from an Ombudsman complaint, so check the deadline in your notice first. See also the 'Centrelink' and 'Visa Refusal & Cancellation Response' guides.

Can I take a scam loss to AFCA?▾

Whether AFCA can accept your complaint depends on whether the financial firm is a member and whether your matter falls within the AFCA Rules, and compensation is not guaranteed. First report the scam to the financial firm and make a formal complaint. According to the Australian Securities and Investments Commission (ASIC), businesses covered by the Scams Prevention Framework (banks, telecommunications providers and digital platforms) must be AFCA members by 1 September 2026, and most obligations are due to start on 31 March 2027 (checked October 2026). For what to do about scams, see the 'Scam & fraud protection' guide.