Submitting a case to Australian Financial Complaints Authority (AFCA) and Victorian Civil & Administrative Tribunal VCAT

The purpose of the Victorian Civil and Administrative Tribunal (VCAT) is to provide a low cost, accessible, efficient tribunal with a focus on dispute resolution

The Australian Financial Complaints Authority or AFCA is an external dispute resolution scheme for consumers who are unable to resolve complaints with member financial services organisations.

Make sure you complain to the AFCA First , only after you get a outcome from that , make a claim to VCAT as :

AFCA will not consider a complaint that is already being considered by another appropriate forum, such as VCAT.

AFCA will not consider the same matter concurrently, and you cannot
expect two decisions from two dispute resolution bodies about the same complainant.

The complaints that AFCA can consider are set out in our Rules, and our decision not
to consider your complaint relates to section C.2.2(a) (page 29). There is a fact sheet
with further information.

 Please keep in mind that if the matter is heard by VCAT, it will most likely be excluded from AFCA’s jurisdiction on the basis that it has already been dealt with by a dispute resolution tribunal. AFCA does not have the power to consider complaints about issues that have already been considered elsewhere.