Form · Financial Services Regulation
AFCA complaint: online form and downloadable complaint form
Link to AFCA's general complaint routes. The make-a-complaint page covers online, email, phone and a downloadable form, for members' financial-firm complaints.
- Kind
- Form. A form to complete, or a guide to completing an official one.
- Where it applies
- Commonwealth
- AI use
- Yellow You and the tool draft together, with you directing. You check every statement you rely on.
- Law stated as at
- 22 October 2026
- Status
- Maintained. Checked on 22 October 2026 against the official form at afca.org.au and the 2 authorities it cites, for Commonwealth.
- Version
- 1
- Source
- Link to the official form. Licence: © Australian Financial Complaints Authority. Link only: download the current form from the official page each time; do not copy or adapt it.
Where this comes from
The official form is published by afca.org.au; this page is a completion guide. Last checked on 2026-10-22.
When to use it
Use when a complaint is lodged with AFCA about a member firm, including credit, banking deposits and payments, or investments and financial advice. Insurance-claim and superannuation complaints already have their own guides.
Used for these tasks
- Respond to an external dispute complaint for a financial firm
- Draft the internal dispute resolution response to a complaint
- Take a staff account of the events for a complaint or dispute file
Each task page says how far AI may help with the task and what the lawyer must review.
How AI may be used
Yellow. A tool may compare a working note with the current official form and list what is missing. The lawyer downloads the form, completes it and lodges it.
AI may
- List the facts and documents the official page says to have ready.
- Compare a working checklist with the current downloaded form and mark gaps.
- Prepare a filing note that quotes only what the official page says.
AI must not
- Do not copy the official form into a new document or file a retyped version.
- Do not invent a form number, fee, time limit or rule that is not on the official page.
- Do not draft, settle or sign an affidavit or other sworn evidence.
- Do not lodge the form or tell the client it has been filed.
The lawyer checks
- The page says to raise the complaint with the financial firm first.
- Confirm the firm is an AFCA member. The page links a member search.
- Online lodgement is at the address the page gives. The downloadable form can go by email to info@afca.org.au or by post.
- The page lists circumstances where AFCA might not help, including an existing court decision, the rules, time limits, and a non-member.
Method: how the Green, Yellow and Red levels are decided. This is guidance for planning, not legal advice.
Official form
Open the official form. Always use the current version from the issuer. Licence: © Australian Financial Complaints Authority. Link only: download the current form from the official page each time; do not copy or adapt it..
Read the full text
The full text is available after you log in. It is free. When you log in you can:
- read the whole precedent, with its drafting notes beside it;
- copy it, or download it as a Word file or Markdown;
- add it to your firm’s knowledge base, so colleagues can find it;
- let the AI tools you connect read it from that knowledge base.
The summary, the law it rests on and the AI-use guidance above stay public. Privacy.
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