​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 |

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​External dispute resolution 

An external dispute resolution (EDR) scheme is a free, independent service for resolving disputes between consumers and credit providers. From 1 November 2018, the Australian Financial Complaints Authority (AFCA) is the sole EDR scheme to deal with consumer credit disputes. 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 get help from AFCA to resolve the dispute.

If you make a complaint to AFCA, your lender must stop taking any action against you. You should get legal advice before making a complaint to AFCA.

    ​When to apply to AFCA

    You can make a complaint to AFCA 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 make a complaint to AFCA, the creditor generally cannot continue with the court case or enforcement action without AFCA's consent.

    AlertIf the credit provider has started a court case or got a default judgment, you should make a complaint to AFCA as soon as possible. You should get legal advice​. 

    How to apply to AFCA

    You can lodge a dispute with AFCA:

    • if you are unable to resolve your dispute with the lender
    • if you have been served with a statement of claim or a default judgment has been entered against you.

    AFCA can​ consider co​nsumer credit complaints about credit providers for claims up to $1 million. 

    You can lodge a dispute with AFCA by:

    • applying online
    • submitting a complaint by email, fax, letter of phone.

    Your application should include:

    • your name and your contact details
    • the details of your representative (if you have one) and information about if they will be getting money for helping you
    • ​the name and contact details of your lender
    • details of the service you received from your lender (for example, a policy or account number)
    • details of the complaint and any attempts you made to resolve the complaint with your lender
    •  the outcome you are seeking and 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 AFCA and remind them that they must not file for default judgment while the dispute is being considered. 

    Decisions made by AFCA

    If your application has been accepted, AFCA will contact your lender 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 AFCA deals with the dispute.

    If the dispute cannot be resolved by agreement, AFCA will make a decision. If you agree with the AFCA's decision, it will become binding on your lender. If you do not accept AFCA's decision, you should get legal advice.

    AlertIt is not too late to file a defence if you do not agree with AFCA's decision but you should get legal advice about the strength of your defence. The plaintiff (lender) 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 AFCA website.