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Issue 34 - August 2018

1300 number decommissioning

Last year, we let you know that we were getting ready to disconnect FOS’s old 1300 phone number (1300 78 08 08) after we introduced a 1800 freecall number. We had planned to disconnect the 1300 number on 31 December 2017.

To give everyone enough time to get used to this change, and for members to update their printed material, we decided to delay the disconnection date. It will now be disconnected on 31 October 2018. From 1 November 2018, when AFCA starts receiving complaints, the phone numbers to contact AFCA are:

Main phone:  1800 931 678           
Member line: 1300 56 55 62

Under ASIC Regulatory Guide 165, members must include our contact details in their Financial Services Guide or Credit Guide. Members should incorporate the AFCA 1800 number as they update their communications materials to ensure they are fulfilling their obligations under ASIC Regulatory Guide 165.

If you would like more information on this change, you can read our previous communication here.