The General Insurance
Code of Practice 2014
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AFCA replaces FOS from November 2018

On 1 November 2018, the role and responsibilities of the Financial Ombudsman Service (FOS) were taken over by the Australian Financial Complaints Authority (AFCA).

AFCA will provide free, fast and binding dispute resolution to consumers and small businesses.

Contact 1800 931 678 or

How to make a complaint

Information in this section provides an overview of the complaints process. It is recommended that anyone seeking to make a complaint reviews the Complaints section in the Code (Section 10) for full details.

You are entitled to make a complaint about any aspect of your relationship with an insurer.