​ሕግንና ደንብን በተመለከተ እርዳታ ማግኘት ይፈልጋሉን? - Amharic | هل تحتاج لمساعدة قانونية؟ - Arabic | ܤܢܝܼܩܵܐ ܝ݇ܘ̤ܬ ܠܗܲܝܵܪܬܵܐ ܩܵܢܘܿܢܵܝܬܵܐ؟ - Assyrian | Need Legal Help? - Auslan | Treba li vam pravna pomoc? - Bosnian | Burmese â Need Legal Help? | 需要法律帮助吗? - Chinese Simplified | 需要法律幫助嗎? - Chinese Traditional | Trebate li pravnu pomoć? - Croatian | ضرورت به کمک قانونی دارید؟ - Dari | Wïc Kuɔɔny në Wɛ̈t Löŋ? - Dinka | آیا به کمک حقوقی نیاز دارید؟ - Farsi | Gadreva na Veivuke Vakalawa? - Fijian | Kailangan ninyo ba ng tulong na panglegal? - Filipino | Besoin d’aide juridique ? - French | Χρειάζεστε βοήθεια σε νομικά ζητήματα - Greek | क्या आपको कानूनी सलाह चाहिए? - Hindi | Butuhkan Bantuan dalam Masalah Hukum? - Indonesian | Hai bisogno di assistenza legale? - Italian | ត្រូវការជំនួយលើបញ្ហាផ្លូវច្បាប់ឬទេ? - Khmer | 법적인 도움이 필요하십니까? - Korean | Ви треба ли помош со правни работи? - Macedonian | कानूनी सहयोग चाहिएको छ? - Nepalese | Necessita de ajuda com questões jurídicas? - Portuguese | Вам нужна юридическая помощь? - Russian | E Manaomia Fesoasoani i Mea Tau Tulafono? - Samoan | а ли вам треба помоћ у правним питањима? - Serbian | Ma u baahan tahay Caawimmad xagga sharciga ah?- Somali | ¿Necesita ayuda con cuestiones jurídicas? - Spanish | சட்ட உதவி தேவையா? - Tamil | ท่านต้องการความช่วยเหลือทางด้านกฎหมายไหม? - Thai | Fiema’u ha tokoni Fakalao? - Tongan | Yasal Danışmaya İhtiyacınız mı var? - Turkish | Cần Được Giúp Đỡ Về Luật Pháp? - Vietnamese |

​External dispute resolution 

An external dispute resolution (EDR) scheme is a free, independent service for resolving disputes between consumers and credit providers. Examples of consumer credit debts include home loans, credit cards ​and pers​onal loans.

If you have been served with a statement of claim for a consumer credit debt, you can apply to an EDR scheme within 28 days of receiving the statement of claim instead of filing a response with the court. 

    ​When to apply to an EDR scheme

    You can apply to an EDR scheme if you have already tried to resolve your dispute with the bank or credit provider or if they have started a court case against you.

    If you apply to an EDR scheme before judgment is entered, the creditor cannot continue with the court case until the EDR scheme has dealt with the complaint.

    Handy hintIf it has been more than 28 days since you w​ere served with a statement of claim, the plaintiff can get a default judgment against you. If it is close to 28 days since you have received the statement of claim, you should lodge your EDR application online.

    AlertIt is usually too late to apply to an EDR scheme after judgment has been entered. You should get legal advice​. 

    How to apply to an EDR scheme

    There are two EDR schemes:

    You can lodge a dispute with an EDR scheme:

    • if you are unable to resolve your dispute with the bank
    • if you have been served with a statement of claim (and before judgment has been entered).

    AlertTo find out if your bank is a member of an EDR scheme, use the search tool on the FOS External iconwebsite or the CIO ​External iconwebsite. 

    Both FOS and CIO can​ consider co​nsumer credit complaints about credit providers for claims up to $500,000. 

    For more information, go to the Financial Rights Legal Centre website.  

    You can lodge a dispute with FOS:​

    You can lodge a dispute with CIO:​​

    Your application should include:

    • ​the name and contact details of the bank
    • details of complaint and the outcome you are seeking
    • details of any financial loss you have suffered
    • photocopies of supporting documents (for example, a copy of the statement of claim, loan documents, letters from the bank, bank statements and reports).

    AlertYou should tell the creditor or their legal representative that you have lodged a dispute with an EDR scheme and remind them that they must not file for default judgment while the dispute is being considered. 

    Decisions made by an EDR scheme

    If your application has been accepted, the EDR scheme will contact your bank and try to resolve the dispute through negotiation and conciliation. The creditor cannot continue with the court case or apply for judgment from the court while the EDR scheme deals with the dispute.

    If the dispute cannot be resolved by agreement, the EDR scheme will make a decision. If you agree with the decision of the EDR scheme, it will become binding on the bank. If you do not accept the decision of the EDR scheme, you should get legal advice​.

    AlertIt is not too late to file a defence if you do not agree with an EDR decision but you should get legal advice about the strength of your defence. The plaintiff (creditor) can get default judgment if you do not file a defence within 28 days of when the statement of claim was served.

    For more information, go to the FOS or CIO website.