Helpful links
There are a number of organisations in Australia which provide information and assistance to consumers. The list below includes some of these organisations.
- Advertising Standards Bureau
- Asian Ombudsman Association
- AUSTRAC
- Australian and New Zealand Ombudsman Association
- Australian Bankers Association
- Australian Competition & Consumer Commission
- Australian Consumers Association
- Australian Direct Marketing Association
- Australian Finance Conference
- Australian Guardianship and Administration Council
- Australian Payments Clearing Association
- Australian Prudential Regulation Authority
- Australian Securities & Investment Commission
- Australian Stock Exchange
- Australian Taxation Office
- Commonwealth Respite and Carelink Centres
- Commonwealth Ombudsman
- Community Legal Centres
- Consumer Affairs / Fair Trading
- Consumer Credit Legal Centres
- Credit Ombudsman Service Limited
- Diners Club
- Energy Ombudsman
- Finance Sector Union of Australia
- Financial Counselling Services
- Financial Ombudsman Services Overseas
- Financial Planning Association
- Health Services Commissioner
- Human Rights Commission
- Insolvency and Trustee Service Australia
- Insurance Council of Australia
- Investment & Financial Services Association Limited
- Land Registry
- LawAccess NSW
- Law Society Referral Services
- Legal Aid Commission
- Legal Complaints Services
- MoneyHelp
- National Advocacy Network
- National Farmers Federation
- National Insurance Brokers Association
- Other Ombudsman Services
- People With Disabilities NSW Inc
- Privacy Commissioner
- Probate Registry
- Public Advocates And Guardians
- Reserve Bank of Australia
- Small Claims Courts & Tribunals
- State Ombudsman
- State Revenue Office
- State Trustees
- Superannuation Complaints Tribunal
- Telecommunications Industry Ombudsman
- Unclaimed Monies
- Veda Advantage
- Western Union Financial Services
- Women's Referral Services
- Workcover Authorities
A complaint about the content of marketing material can be referred here (for example, if the complaint is that the material is sexist, discriminatory, violent etc)
The Asian Ombudsman Association was established in 1996 as a non-governmental, non-political, independent and professional forum for Ombudsmen in Asia.The AOA currently has 23 members from 15 countries. If you are seeking an Ombudsman service in Asia visit:
Monitors cash transaction in and out of Australia and administers 100 point system requirements for opening accounts
Australian and New Zealand Ombudsman Association
ANZOA is a professional association for industry-based Ombudsman schemes, State and Commonwealth Parliamentary Ombudsmen and professional services Ombudsmen. For more information on - and links to - all participating members visit:
Australian Bankers Association
Australian Competition & Consumer Commission
The ACCC assesses complaints on business practices and provides guidance to both business and consumers on their rights and obligations under the Trade Practices Act and Prices Surveillance Act
www.accc.gov.au 1300 302 502
Australian Consumers Association
Australian Direct Marketing Association
Provides a 'Do Not Mail' service which allows you to add your name to a do not mail register. Once your name is added to the lists, ADMA members are obliged to remove you from their mailing lists. Non-members and businesses where you are a current customer are not obliged to remove you from their lists.
Australian Guardianship and Administration Council
AGAC comprises all Australian State and Territory Public Advocates and Guardians, Public Trustees and Guardianship Boards and Tribunals. The role of AGAC member organisations is to protect adults who have a disability that impairs their capacity to make decisions and manage their affairs. For information about AGAC and links to its member organisations’ websites visit:
Australian Payments Clearing Association
Australian Prudential Regulation Authority
APRA is responsible for promoting prudent behaviour amongst financial institutions. Can provide advice/guidelines regarding the early release of superannuation benefits, but any application must be processed by the superannuation trustee
www.apra.gov.au 1300 13 10 60
Australian Securities & Investment Commission
ASIC regulates and enforces consumer protection laws covering investments, superannuation, insurance and financial advice
www.watchdog.asic.gov.au 1300 300 630
Commonwealth Respite and Carelink Centres
Information resources for older people, people with disabilities and those who provide care and services. Centres provide free and confidential information on community aged care, disability and other support services available in your area. To find the nearest Centre visit the website or call 1800 052 222
Handles complaints about Commonwealth Government departments and authorities, including the Australian Federal Police, Australian Taxation Office, Australia Post, Centrelink, Child Support Agency and Department of Immigration and Citizenship. The Commonwealth Ombudsman is also the ACT Ombudsman
www.ombudsman.gov.au 1300 362 072
The National Association of Community Legal Centres provides a directory of all associated centres in Australia. To find your nearest Community Legal Centre visit:
Consumer Affairs / Fair Trading
ACT – Office of Fair Trading 02 6207 0400
NSW – NSW Fair Trading 13 32 20
NT – Consumer Affairs 1800 019 319
QLD – Fair Trading 13 13 04
SA – Office of Consumer and Business Affairs 13 18 82
TAS – Consumer Affairs and Fair Trading 1300 654 499
VIC – Consumer Affairs Victoria 1300 558 181
WA – Consumer Protection 1300 304 054
Telephone advice for consumers who have legal questions in relation to financial services
ACT – Consumer Law Centre 02 6257 1788
NSW – Consumer Credit Legal Centre 1800 247 890
TAS – Consumer Credit Hotline 1800 232 500
VIC – Consumer Action Law Centre 1300 881 020
WA – Consumer Credit Legal Service 08 9221 7066
Credit Ombudsman Service Limited
Handles complaints regarding members of the Mortgage Industry Association of Australia
www.cosl.com.au 1300 78 08 08
www.dinersclub.com.au 1300 360 060
ACT – refer to Commonwealth Ombudsman
NSW – Energy & Water Ombudsman NSW 1800 246 545
NT – refer to State Ombudsman
QLD – Energy Ombudsman Queensland 1800 662 837
SA – Energy Industry Ombudsman SA 1800 665 565
TAS – Energy Ombudsman Tasmania 1800 001 170
VIC – Energy & Water Ombudsman (Victoria) 1800 500 509
WA – Energy Ombudsman Western Australia 1800 754 004
ACT – ACT Human Rights Commission 02 6207 0576
NSW – Anti-Discrimination Board 1800 670 812
NT – Anti-Discrimination Commission 08 8981 3813
QLD – Anti-Discrimination Commission 1300 130 670
SA – Equal Opportunity Commission 1800 188 163
TAS – Office of the Anti-Discrimination Commissioner 1800 632 716
VIC – Victorian Equal Opportunity & Human Rights Commission 1800 134 142
WA – Equal Opportunity Commission 1800 198 149
Finance Sector Union Of Australia
Financial Counselling Services
The Australian Financial Counselling and Credit Reform Association is the peak body for financial counsellors in Australia. Financial counsellors provide a free, independent and confidential service. Find a financial counsellor in your State or Territory by visiting:
Financial Ombudsman Services Overseas
Canada – Ombudsman for Banking Services and Investments
Greece – Hellenic Ombudsman for Banking-Investment Services
New Zealand – New Zealand Banking Ombudsman
United Kingdom – Financial Ombudsman Service
Financial Planning Association
The peak professional organisation representing the financial planning sector in Australia
www.fpa.asn.au Consumers 1800 626 393 | Members 1800 337 301
www.health.vic.gov.au/hsc 1800 136 066
Private Health Insurance Ombudsman
www.phio.org.au 1800 640 695
Insolvency and Trustee Service Australia
www.itsa.gov.au 1300 364 785
Insurance Council of Australia
www.insurancecouncil.com.au 1300 728 228
Investment & Financial Services Association Limited
National not-for-profit organisation representing the retail and wholesale funds management, superannuation and life insurance industries
www.ifsa.com.au 02 9299 3022
ACT – Office of Regulatory Services
NSW – Land and Property Management Authority
NT – Department of Justice Land Titles Office
QLD – Department of Environment and Resource Management
SA – Department for Transport, Energy and Infrastructure
TAS – Department of Primary Industries, Parks, Water and Environment
VIC – Land Registry Business Unit
WA – Western Australian Land Information Authority
LawAccess NSW is a free government telephone service that provides legal information, advice and referrals for people who have a legal problem in NSW. The service assists in particular people who live in regional, rural and remote areas of NSW, are Aboriginal or Torres Strait Islander, have a disability, are from a culturally and linguistically diverse (CALD) background, are at risk of harm or have an urgent legal problem.
www.lawaccess.nsw.gov.au 1300 888 529
ACT – ACT Law Society
NSW – NSW Law Society
NT – Law Society Northern Territory
QLD – Queensland Law Society
SA – Law Society of South Australia
TAS – Law Society of Tasmania
VIC – Law Institute of Victoria
WA – Law Society of Western Australia
National Legal Aid represents the Directors of all eight Legal Aid Commissions in Australia. Find the Legal Aid Commission for your State / Territory by visiting:
www.complaintline.com.au/legal_practitioner
ACT – Law Society ACT
NSW – Legal Services Commissioner
NT – Law Society of the Northern Territory
QLD – Queensland Law Society
SA – Legal Practitioners Conduct Board
TAS – Legal Profession Board of Tasmania
VIC – Legal Services Commissioner
WA – Legal Practice Board of Western Australia
Life Line (24 hour support service)
13 11 14
Not-for-profit Victorian Government service providing free, confidential financial counselling advice for Victorians experiencing job loss or reduced working hours
National Toll-free Advocacy Service: 1800 700 600
ACT – Disability, Aged and Carers Advocacy Service
NSW – The Aged-Care Rights Service
QLD – Seniors Enquiry Line
SA – Aged Rights Advocacy Service
TAS – Advocacy Tasmania
VIC – Elder Rights Advocacy
WA – Advocare
ACT – National Farmers Federation
NSW – NSW Farmers' Association
NT – NT Cattlemen's Association
QLD – Queensland Farmers Federation
SA – South Australian Farmers Federation
TAS – Tasmanian Farmers & Graziers Association
VIC – Victorian Farmers Federation
WA – The Western Australian Farmers Federation
National Insurance Brokers Association
Represents the interests of the insurance broking sector in Australia
Level 18, 111 Pacific Highway, NORTH SYDNEY NSW 2060
www.niba.com.au 02 9964 9400
People With Disabilities NSW Inc
Statewide disability rights and advocacy organisation of and for people with disabilities. PWD offer individual and systemic advocacy in which ensures the full participation and citizenship of people with disabilities within all NSW LGAs. It has been stated that PWD is the primary NSW organisational member of Disability Australia Inc, an equivalent national body, which is in turn, the Australian member of Disabled Peoples International.
PO Box 666, STRAWBERRY HILLS NSW 2012
www.pwd.org.au 02 9319 6622
Member of Human Rights & Equal Opportunity Commission. Regulates the protection of privacy of personal information held by Government agencies, Tax File Numbers, credit reference agencies and consumer credit information
GPO Box 5218, SYDNEY NSW 1042
www.privacy.gov.au 1300 363 992
ACT – Supreme Court Probate Registry
NSW – Supreme Court New South Wales
NT – Supreme Court Registry Office
QLD – Queensland Supreme Court
SA – Supreme Court of South Australia
TAS – Supreme Court of Tasmania
VIC – Supreme Court of Victroria
WA – Supreme Court of Western Australia
Public Advocates And Guardians
The Public Advocate promotes the rights and dignity of people with disabilities, to strengthen their position in society and to reduce their exploitation, abuse and neglect. The position of the Public Advocate within the disability community is independent of government, care givers, families and service providers. The Public Advocate seeks to encourage and support people with disabilities and to sustain their case where choices, interests or rights may be prejudiced.
ACT – Public Advocate of the ACT
NSW – Office of the Public Guardian
NT – Office of Public Guardian
QLD – Offices of the Public Advocate and Adult Guardian
SA – Office of the Public Advocate
TAS – Guardianship and Administration Board
WA – Office of the Public Advocate
VIC – Office of the Public Advocate
Supervises banks at a very high level - does not supervise interest rate charges or fee charges
www.rba.gov.au 1800 300 288
Small Claims Courts & Tribunals
Deal with consumer disputes involving small amounts of money. A small fee is charged for this service.
ACT – ACT Magistrates Courts and Tribunals
NSW – Consumer, Trader and Tenancy Tribunal
NT – Northern Territory Magistrates Courts
QLD – Queensland Civil and Administrative Tribunal
SA – Magistrates Court
TAS – Courts and Tribunals Tasmania
VIC – Victorian Civil & Administrative Tribunal
WA – Magistrates Court of Western Australia
ACT – ACT Ombudsman 1300 362 072
NSW – NSW Ombudsman 1800 451 524
NT – Ombudsman NT 08 8999 1818
QLD – Queensland Ombudsman 1800 068 908
SA – OmbudsmanSA 1800 182 150
TAS – Ombudsman Tasmania 1800 001 170
VIC – Ombudsman Victoria 1800 806 314
WA – Ombudsman Western Australia 1800 117 000
ACT – ACT Revenue Office 02 6207 0028
NSW – Office of State Revenue 1800 629 550
NT – Territory Revenue Office 08 8999 7949
QLD – Office of State Revenue 1300 300 734
SA – RevenueSA 1800 637 778
TAS – State Revenue Office 1800 001 388
VIC – State Revenue Office 132 161
WA – State Revenue 1300 368 364
NSW – NSW Trustee & Guardian 02 9252 0523
QLD – The Public Trustee of Queensland 07 3213 9288
SA – Public Trustee 1800 673 119
TAS – Public Trustee 1800 068 784
VIC – State Trustees 1300 138 672
WA – Public Trustee 1800 642 777
Superannuation Complaints Tribunal
Complaints and enquiries regarding decisions made by superannuation trustees, insurers, retirement savings account providers, annuity policies and other accounts related to regulated superannuation funds
Locked Bag 3060, MELBOURNE VIC 3001
www.sct.gov.au 1300 78 08 08
Telecommuncations Industry Ombudsman
PO Box 276, Collins Street West, MELBOURNE VIC
www.tio.com.au 1800 062 058
Records are kept for savings banks from 1989 onwards and trading banks from 1979 onwards
Financial Services Unit, ASIC, GPO Box 9827, BRISBANE
www.fido.asic.gov.au 1300 301 198
Formerly known as Baycorp Advantage / Credit Advantage Limited / Credit Reference Association of Australia
PO Box 964, NORTH SYDNEY NSW 2059
www.vedaadvantage.com 02 9464 6000
Western Union Financial Services
PO Box Q1522, QVB Post Office, SYDNEY NSW 1230
www.westernunion.com.au 1800 173 833
ACT – Women ACT 02 6205 1075
NSW – Women's Information and Referral Service 1800 817 227
NT – Women's InfoNet 1800 813 631
QLD – Women's Infolink 1800 177 577
SA – Women's Information Service 1800 188 158
TAS – Women Tasmania 1800 813 631
VIC – Women's Information Referral Exchange 1300 134 130
WA – Women's Information Service 1800 199 174
Provide information and advice regarding workcover and worker's compensation for employees and employers. Aid employees who have disputes against worker's compensation insurance.
ACT – WorkSafe ACT
NSW – WorkCover NSW
NT – NT WorkSafe
QLD – WorkCover Queensland
SA – WorkCover SA
TAS – WorkCover Tasmania
VIC – WorkSafe Victoria
WA – WorkCover WA