What is an ombudsman service?
From time to time, you may not be satisfied with the outcome or service that you have been provided by a business or a financial firm.
It is important that in these instances, you first refer your complaint to the Internal Dispute Resolution (IDR) process of the business or financial firm. The IDR process is the first point of call for all disputes, and organisations often have dedicated staff who handle these enquiries.
If you are not satisfied with the outcome received through IDR processes, you may then escalate your concern to an appropriate External Dispute Resolution (EDR) or ombudsman service who can consider the complaint. Each industry has its own EDR process. See below for services that CCLS provides advice or assistance with.
These services are also a way of resolving disputes outside of the court system.
Ombudsman service for financial complaints
Australian Financial Complaints Authority (AFCA)
The Australian Financial Complaints Authority (AFCA) provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints. This includes issues concerning the following:
- Credit, finance and loans
- Banking, deposits and payments
- Insurance
- Superannuation
- Investments and financial advice
Phone: 1800 931 678
Online Form
Escalating concerns about consumer complaints
Consumer Protection WA
Consumer Protection WA is a division of the Department of Mines and Industry Regulation that promotes fair trading and consumer protection. Consumer Protection can assist in:
- providing information and advice to consumers, shops and businesses about their rights and responsibilities;
- helping consumers resolve disputes with shops and businesses;
- investigating complaints about unfair trading practices;
- prosecuting unscrupulous traders;
- regulating and licensing some business activities; and
- developing legislation, codes of practice and guidelines that protect consumers.
Phone: 1300 30 40 54
Online Form
Ombudsman Videos
An Auslan Video explaining Ombudsman Services is available to provide an overview. If you’re Deaf or find it hard to hear or speak to hearing people on the phone. the National Relay Service (NRS) can help facilitate a call to your service provider or required ombudsman service.
Other Ombudsman Services
- Australian Small Business and Family Enterprise Ombudsman (dispute with other businesses or Australian Government agencies)
- Commonwealth Ombudsman (Health Insurers/Education providers/Postal operators/Immigration/Student Loans and more)
- Energy & Water Ombudsman WA
- State Ombudsman WA (State government departments, WA Police, Local Governments, Public Universities)
- Telecommunication Industry Ombudsman (Telecommunication providers)
These services are designed to provide independent and impartial resolution of disputes or complaints within their respective areas. Ensure you check the specific ombudsman’s website for the most accurate and up-to-date information.
CCLS and external dispute resolution
CCLS encourage consumers to work with their service providers and work through the internal dispute resolution processes first prior to contacting an external dispute resolution provider.
If a consumer is not happy with their outcome from an Ombudsman Service, they may contact CCLS for free legal advice on their situation. See contact form and details below.
If you require further advice, please message us using the form below for a confidential discussion, or scroll down to see other ways to reach us.
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