Where to complain when a company won't help

Refused a refund, denied an insurance claim or battling internet problems? Here's where Australians can lodge complaints, and which organisations may be able to help.

Can't get a refund? Waiting months for an insurance claim? Frustrated by internet dropouts or unexplained bank fees?

Many Australians assume the ACCC is the place to lodge a complaint. But the consumer watchdog doesn't resolve individual disputes.

Australians collectively make hundreds of thousands of complaints each year about everything from unauthorised bank transactions and delayed insurance claims to faulty products and poor internet service.

Many people waste valuable time by taking their complaint to the wrong organisation.

Instead, different complaints are handled by different ombudsmen and agencies, depending on whether the issue involves banking, insurance, superannuation, telecommunications, utilities or consumer purchases.

The trick is identifying the right option for the specific situation.

What to do before lodging a formal complaint

As tempting as it may be to take a grievance to the relevant body straight way, Claire Tacon, assistant director, financial counselling, at the Consumer Action Law Centre, suggests taking another step first.

"Contact the business or financial firm directly and clearly explain the problem. Many complaints can, and are, resolved at this stage," she says.

"Be clear and upfront about what you want, such as a refund, repair, compensation or correction of an error.

"Then give the business a reasonable opportunity to respond through its internal complaints process. Financial firms are required to have an internal dispute resolution process."

Tacon says that it's also important to keep a record of any relevant emails, receipts, contracts and even notes of conversations with the business, just in case the complaint is escalated.

If someone doesn't have any joy taking their complaint to the business itself though, the next step could be making a formal complaint with the relevant body.

Consumer purchase complaints

Relevant bodies: Access Canberra, NSW Fair Trading, NT Consumer Affairs, Office of Fair Trading Queensland, SA Office of Consumer and Business Services, Tasmania Consumer, Building and Occupational Services, Consumer Affairs Victoria and WA Consumer Protection

Example: The battery with your new laptop is draining much faster than it should, but the electronics retailer you purchased it from is refusing to repair it or refund your money.

There's nothing worse than buying a product or paying for a service, only for it to fall short of what was promised by the manufacturer or business.

In the case of the faulty laptop, the buyer may be entitled to a repair, replacement or refund under Australian Consumer Law.

That should be facilitated by the retailer it was purchased at, but if they refuse for whatever reason, the place to lodge a complaint is with the relevant state or territory consumer protection agency.

These are the bodies responsible for handling complaints related to products and services, such as a retailer refusing a refund, a product that never arrives, substandard trade work and billing disputes.

NSW Fair Trading, for instance, can assess your complaint and determine whether consumer law has been breached, direct you to a more appropriate organisation to handle the dispute (if necessary) and, in some cases, assist in resolving the issue.

Banking complaints

Relevant body: Australian Financial Complaints Authority (AFCA)

Example: You spot some transactions in your bank account that you didn't authorise, but your bank is refusing to reimburse the money.

Australians made close to 55,000 banking and finance complaints in the 2024-25 financial year, with transaction accounts generating more complaints than any other financial product.

That's according to AFCA - the independent ombudsman that helps consumers and small businesses resolve disputes with their banks and other financial institutions. It replaced the Financial Ombudsman Service in 2018.

AFCA can consider complaints involving unauthorised transactions, scams, disputed fees, financial hardship and more across banking products like bank accounts, home loans and credit cards.

If you're unable to resolve the issue with your bank, you can lodge a complaint with AFCA online, via email or over the phone. AFCA may then be able to investigate the issue, provide mediation and decide on compensation (if it's needed).

Insurance complaints

Relevant body: Australian Financial Complaints Authority (AFCA)

Example: Months after lodging a claim for storm damage to your roof, you're still waiting for repairs and answers from your home insurer.

Beyond banking issues, AFCA is also the go-to for Australians looking to lodge a complaint about an insurance provider. These also used to be handled by the Financial Ombudsman Service.

That includes issues related to life insurance, home and contents insurance, car insurance, travel insurance, pet insurance and insurance for small businesses.

So, what are the main reasons insurance customers turn to AFCA? In the 2024-25 financial year, complaints about add-on insurance, claim handling delays and denial of claims topped the list.

Superannuation complaints

Relevant body: Australian Financial Complaints Authority (AFCA)

Example: You instructed your super fund to change your investment option, but the request wasn't carried out correctly.

In years past, superannuation complaints were handled by the Superannuation Complaints Tribunal. But since 2018, AFCA has assumed responsibility for them.

Australians with money in a retail or industry super fund can turn to AFCA for assistance across a wide range of issues, as can people with self-managed super funds (though these will need to go through AFCA's investments and advice unit).

Common complaints include delays in processing insurance and death benefit claims, funds failing to follow member instructions, mismanaged transactions and incorrect fees.

Energy and water complaints

Relevant bodies: ACT Civil and Administrative Tribunal, Energy and Water Ombudsman NSW, Ombudsman NT, Energy and Water Ombudsman (QLD), Energy and Water Ombudsman South Australia, Energy Ombudsman Tasmania, Energy and Water Ombudsman Victoria and WA Energy and Water Ombudsman

Example: Your latest electricity bill came in hundreds of dollars higher than usual, leading you to believe that you've been overcharged.

Like consumer complaints, each state and territory has its own ombudsman that handles issues related to electricity, gas and water services.

That could be anything from an ongoing fault or problem with your connection, a dispute about an energy bill or payment, or even an issue with the customer service you've received.

Take the Energy and Water Ombudsman NSW, for example. New South Wales residents can either make a complaint online or over the phone, then the ombudsman will either refer you to a senior contact at your provider or investigate the complaint themselves.

Mobile and internet complaints

Relevant body: Telecommunications Industry Ombudsman (TIO)

Example: You're experiencing constant drops-outs and speed issues with your home internet.

Individuals and small businesses across Australia with complaints involving their landline, mobile or internet services can reach out to the Telecommunications Industry Ombudsman for help.

Unsurprisingly, two of the more frequent complaints (according to the TIO's Annual Report 2024-25) were customers who experienced no phone or internet service or intermittent dropouts, but issues related to fees, delays in establishing services and failures in cancelling services, were also common.

To lodge a complaint with the TIO, consumers will first need to provide details about their telco service and the issue at hand.

The TIO will then usually give the provider an opportunity to resolve the issue within ten business days, but if the complaint remains unresolved, it can then step in to investigate.

Where else can people turn to for help? 

The best course of action for most Australians with a consumer or financial complaint is going to be engaging with the business first and then reaching out to the relevant ombudsman or authority.

Consumers may be able to access additional help along the way though.

"Seek assistance from a consumer protection agency, such as Consumer Affairs Victoria, for consumer disputes," Tacon says.

"Consumers may also look to apply to a tribunal or court if they cannot reach an agreement and believe they have a legal claim.

"And if the matter is complex or involves a significant financial loss, obtain legal advice or speak with a community legal centre. AFCA also points consumers towards support services where appropriate."

If the issue relates to a bill or debt that someone is struggling to pay, Tacon suggests that reaching out to an independent financial counsellor through the National Debt Helpline is always an option.

Get stories like this in our newsletters.