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If you have any feedback or need to make a complaint, please use the below form. A complaint must be received as a written statement. If you had made an oral complaint, please also forward it in writing through the below channel. One of the MFAA team members will respond to your enquiry at the earliest available opportunity.

What is your enquiry about today?

Have you confirmed the person or business is an MFAA member?

Yes

In order for a complaint to be appropriately processed, the person or business about whom you wish to complain must be clearly identified and an MFAA member. If you unsure whether or not that entity is an MFAA member, please call the MFAA on 1300 554 817 (within Australia) to confirm.

Have you been through the member's Internal Dispute Resolution (IDR) process?

Yes

In the first instance, try to resolve the complaint directly with the MFAA member. The MFAA requires its members to have internal dispute resolution (IDR) procedures in place to endeavour to resolve customer complaints within a reasonable time.
Please contact the member.

Are you seeking monetary compensation?

Yes

Unsure

If your complaint remains unresolved after going through the member's Internal Dispute Resolution (IDR) procedures, you can refer the matter to the relevant External Dispute Resolution (EDR) scheme. The National Consumer Credit Protection Act 2009 requires that all Australian Credit licensees and their loan writing staff that deal in regulated credit must hold membership of an ASIC approved EDR scheme.

The approved EDR schemes are the Credit and Investments Ombudsman (CIO) and the Financial Ombudsman Service (FOS).
All MFAA members are required to be a member of, or be covered by, a membership of either CIO or FOS.
CIO/FOS has the authority to order compensation to a consumer CIO/FOS may forward the complaint to the MFAA to take action under the MFAA's Disciplinary Rules if it considers there has been a case of misconduct.

The MFAA's Disciplinary Rules provide a mechanism to deal with complaints against an MFAA member who is alleged to have breached the MFAA Code of Practice. The Disciplinary Rules and Code of Practice can be viewed here (link).

Under the Disciplinary Rules, if the MFAA deems that a breach of the MFAA Code of Practice may have occurred, it may refer the matter to an independent Investigating Officer. Following investigation, the Investigating Officer has discretion to refer the matter to the MFAA Tribunal or to close the matter if evidence is deemed insufficient. The MFAA Tribunal has the power to impose various sanctions on a member for misconduct, including suspension or expulsion from membership of the MFAA.

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