Banks

Banking and Financial Services Ombudsman (BFSO)

The BFSO (formerly the Australian Banking Industry Ombudsman) is a national scheme that will help you with an issue you haven't been able to sort out directly with your bank, if -

(a) the complaint is about a specific banking service the bank has provided to you
(b) you are complaining that the bank's actions have directly caused you to suffer a financial loss
(c) the amount of financial loss you are claiming is less than $250,000
Note: Some limitations apply to some types of complaints, depending when they arose.

Further information can be obtained from the BFSO Web Site, or by contacting the BFSO on the phone numbers below.

The BFSO is funded by, but operates independently of, the banking industry. It takes banking complaints from individuals and small business. For individuals, there is no charge. If a small business wants more than an initial consideration of the merits of its case, there will be a fee.

GPO Box 3A Melbourne 3001
1300 780 808 (local rate rate Australia-wide)
Fax: (03) 9613 7345
TTY: (03) 9613 7344
Email link
BFSO web site link

How to complain

You can ring, write, fax, email or lodge a complaint by using the BFSO's complaint form. Include your name, address, telephone number, your bank's name and your bank account numbers. Also any copies of letters or notices you have received from the bank.

Useful Codes of Practice

(1) The Code of Banking Practice may help you frame your complaint. Go to Code.
(2) The Consumer Credit Code must be followed by all credit providers
in Australia. Click here to go to the Credit Code site.
(3) The Electronic Funds Transfer (EFT) Code of Practice has been developed by
the Australian Securities and Investment Commission (ASIC).

It applies to transactions made using ATMs and EFTPOS. The NEW ET Code came in on 1 April 2002. Click here to go to the EFT Code on the ASIC site.