Use this process to identify the organisation responsible, explain what happened and keep a record of the outcome you are seeking. You do not need to use technical or legal language.
For content, contact-data handling or the enquiry process on Wexmoraine, write to our published support address. For an order, account restriction or withdrawal, also lodge the complaint directly with the provider responsible for that service.
Sending a message to this website does not necessarily start an external provider’s formal complaint clock. Ask that provider to confirm receipt and its applicable response deadline.
The postal address is unconfirmed. Use email until the operator supplies a verified postal destination.
A concise chronology helps the receiving team understand a problem without repeated requests. Preserve originals of important messages and provide copies of relevant evidence.
Use “Formal complaint” in the subject. Include your contact details, the relevant service or provider, dates, reference numbers, what went wrong and the remedy you seek.
Ask for a case number, the person or team reviewing the issue and the date a response is due. Website acknowledgement and final-response targets are [CONFIRMED COMPLAINT TIMESCALES].
Respond to proportionate requests for missing evidence. If there is a delay, ask why, what remains outstanding and when the next substantive update will arrive.
A useful final response explains the findings, reasons, any proposed remedy and the available escalation route. Keep it even if you disagree with the conclusion.
External complaint rights depend on the provider, product and nature of the dispute. Confirm the firm’s membership and the current time limits before relying on any general summary.
For an eligible complaint against a member financial firm, AFCA may provide independent dispute resolution. Contact AFCA if the firm’s final response is unsatisfactory or its applicable response period has expired.
Check AFCA eligibility and lodge a complaintASIC receives reports of misconduct and oversees relevant financial services obligations. Reporting to ASIC does not generally obtain individual compensation or replace lodging an eligible dispute with AFCA.
Understand reporting to ASICA complaint about personal information may belong with the operator’s privacy contact and, if unresolved and within scope, the OAIC. Financial loss and privacy handling can require separate routes.
Read the OAIC complaint processMany standard complaints to covered Australian financial firms have a 30-calendar-day internal dispute resolution timeframe, but exceptions and different categories apply. This is not a confirmed response promise by the website operator. Ask the firm or AFCA which period applies to your complaint. See ASIC Regulatory Guide 271.
Do not wait for a complaint response if funds are being stolen or an account is compromised. Contact the bank or account provider immediately to request protective action, and retain the fraud report reference.