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Consumers

  • AFCA information for consumers

    Information for consumers about the Australian Financial Complaints Authority (AFCA) and the transition process leading up to 1 November 2018.

  • Financial difficulty

    The causes of financial difficulty can include sickness, natural disaster, unemployment or over commitment.

  • Helpful links

    A list of organisations in Australia that provide information and assistance to the public.

  • Individuals and advocates

    Helpful resources, including financial difficulty contacts, FAQs, tips from the Banking & Finance Ombudsman and more.

  • Outreach and engagement

    FOS participates in a range of events across the country, often in collaboration with other dispute resolution schemes.

  • Help us to help you

    An overview of standards we expect our staff to meet and how to work with us to resolve your dispute efficiently.

  • Authorised representatives

    You can appoint an authorised agent to represent you when you lodge your dispute, or at a later date.

  • Fact sheets

    Fact sheets on a range of topics including how FOS resolve disputes, mistaken internet payments, breaking a fixed rate loan, and more.

  • Translations

    Translated content about the Financial Ombudsman Service in Arabic, Chinese (Traditional & Simplified), Farsi, Greek, Hindi, Korean, Italian, Punjabi, Spanish, Tagalog, Turkish and Vietnamese.

  • Brochures

    Brochures for individuals and consumer advocates, including 'How to resolve a dispute', 'A guide to conciliation conferences', and more.