Fact sheets

Fast facts about FOS

These fact sheets provide an overview of how we work to ensure our service is fair, open, simple and accessible, and what we do to resolve disputes.

How FOS resolves disputes and our Terms of Reference (PDF 125KB) (WORD 527KB)
A diagram and FAQs explaining how our dispute resolution process works and the types of disputes we can accept.
How We Handle Disputes Involving Insolvent Individuals and Small Businesses (PDF 135KB) (WORD 51KB)
For insolvency practitioners and insolvent individuals and small businesses who lodge disputes with FOS.
Systemic Issues (PDF 199KB) (WORD 49KB)
This fact sheet provides information about how FOS identifies and deals with systemic issues.

Insurance Premium Increases (PDF 207KB) (WORD 48KB)
Information about why your insurance premiums may have increased.

Natural Disasters: Are You Experiencing Financial Difficulty? (PDF 217KB) (WORD 50KB)
Information for victims of natural disasters who are experiencing financial difficulty.

Managing Your Privacy (PDF 50KB)
How FOS handles the information supplied by people who lodge disputes.

PayPass and payWave cards (PDF 129KB) (WORD 48KB)
Information on MasterCard PayPass and Visa payWave credit and debit cards.
Mistaken Internet Payments (PDF 209KB) (WORD 49KB)
This fact sheet helps people understand what they can do if they've made a mistaken internet payment.
Breaking a Fixed Rate Loan (PDF 246KB) (WORD 56KB)
This fact sheet sets out our approach to disputes about break costs.
Managing Financial Advice (PDF 293KB) (WORD 51KB)
This is a useful set of tips for clients of financial advisers to get the most out of financial advisers, and highlights points such as taking notes, asking questions, the different levels of service financial advisers offer and more.
Victorian Fire Services Property Levy (PDF 127KB) (WORD 49KB)
Outline of changes to the collection of the fire services levy, and who you should contact if you have problems.