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Consumers

  • Brochures

    Brochures for consumers and consumer advocates, including 'How to resolve a dispute', 'A guide to conciliation conferences' and more.
  • Financial difficulty

    Information for consumers and consumer representatives.
  • FOS Terms of Reference eLearning

    Three online learning sessions on some of the key aspects of the Terms of Reference and Operational Guidelines as they apply to our dispute resolution process.
  • Frequently asked questions

    Frequently asked questions
  • About authorised agents or representatives

    Information relating to authorised agents or representatives
  • Fact sheets

    Fact sheets on a range of topics including dispute resolution, natural disasters, privacy, insurance and more.
  • More information for consumers

    More information for consumers, including tips for protecting your internet banking account, advice on cancelling direct debit authorities, and the FOS approach to default fees.
  • When FSPs must stop enforcement action

    This letter is for the use of consumers who have lodged a dispute with FOS when legal proceedings relating to the dispute have also been issued in a court.
  • Tips for managing emotions

    A guide on managing emotions, and how to keep focused on getting a result.
  • Life insurance policy searches

    Where to find resources to help you find and claim money from life insurance policies.
  • Helpful links

    A list of organisations in Australia which provide information and assistance to consumers.
  • Translations

    Translated content about the Financial Ombudsman Service in Arabic, English, Farsi, Greek, Korean, Italian, Simplified Chinese, Spanish, Tradtional Chinese, Turkish, Vietnamese.