Australian and New Zealand Ombudsman Association

Making complaints

where to seek help information for consumers

Complaint quick links

Are you having trouble dealing with a government agency, financial institution or a a telecommunications, energy, water or public transport service provider? You can seek help from these offices in Australia and New Zealand. In the offices marked with an asterisk *, the Ombudsmen are ANZOA members.

 

Electricity, gas and water (Australia and New Zealand)

Financial services (Australia and New Zealand)

Government departments and agencies (Australia and New Zealand)

Public transport (Australia - Victoria)

Telecommunications (Australia-wide)

Can't find your complaint in this list? Check here.

What's a complaint?

An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

 

Source: AS/NZS 10002/2014

 

You don't have to pay to be assisted by an Ombudsman.
It is a free service for complainants.

And you don't need to have someone to represent you.

 

 

Electricity, gas, water (Australia and New Zealand)

 

Energy & Water Ombudsman NSW*

for complaints about electricity, gas and water companies operating in New South Wales

 

Energy and Water Ombudsman (Victoria)*

for complaints about electricity, gas and water companies operating in Victoria

 

Energy and Water Ombudsman Queensland*

for complaints about energy companies operating across Queensland and some water companies

 

Energy & Water Ombudsman South Australia*

for complaints about energy and water companies operating in South Australia

 

Energy Ombudsman Tasmania*

for complaints about electricity and gas companies operating in Tasmania

 

Energy and Water Ombudsman Western Australia*

for complaints about electricity and gas companies operating in Western Australia

 

Utilities Disputes Ltd New Zealand*

for New Zealand complaints about electricity and gas companies

 

Financial services (Australia and New Zealand)

 

Australian Financial Complaints Authority (AFCA) (Australia)*

For personal and small business complaints about banking deposits and payments; credit, finance and loans; insurance; investments and financial advice; and superannuation. From 1 November 2018, AFCA replaced three schemes (Financial Ombudsman Service, Credit and Investments Ombudsman and Superannuation Complaints Tribunal) to give consumers access to a single sdispute resolution scheme.

 

Banking Ombudsman Scheme New Zealand*

for New Zealand complaints about banks

 

Insurance & Financial Services Ombudsman Scheme New Zealand*

for New Zealand complaints about fire and general, health and life insurance, investments,

loans and credit, superannuation, and financial services advice

 

Financial Services Complaints Limited New Zealand*

for New Zealand complaints about financial services and products including loans and credit, financial planning, financial advice and investments

 

Government departments and agencies (Australia and New Zealand)

 

Office of the Ombudsman New Zealand*

for complaints about New Zealand government agencies

 

ACT Ombudsman*

for complaints about the administrative actions of ACT Government agencies and public education providers

 

Commonwealth Ombudsman*

for complaints about Australian Commonwealth Government agencies; the Commonwealth Ombudsman is also the Defence Force, Immigration, Law Enforcement, Postal Industry Ombudsman, ACT and Overseas Students Ombudsman

 

Ombudsman for the Northern Territory *

for complaints about Northern Territory government departments and agencies

 

Ombudsman Tasmania*

for complaints about Tasmanian government departments, and agencies, local government, and state-owned businesses

 

Ombudsman South Australia*

for complaints about South Australian government and local government agencies

 

Victorian Ombudsman*

for complaints about most levels of Victorian state and local government

 

Ombudsman Western Australia*

for complaints about Western Australian government agencies, statutory authorities, local governments and public universities

 

NSW Ombudsman*

for complaints about NSW government departments, councils and statutory authorities

 

Queensland Ombudsman

for complaints about Queensland state agencies, local councils and public universities

 

Telecommunications (Australia-wide)

 

Telecommunications Industry Ombudsman*

for complaints about telephone and internet companies across Australia

 

Public transport (Australia - Victoria)

 

Public Transport Ombudsman*

for complaints about public transport in Victoria

For other complaints

These directories will help you find other external dispute resolution offices

 

Australia

Complaintline: a gateway to external dispute resolution agencies, codes of practice and info

Australian Consumer Law: to find out more about your rights and responsibilities

Choice: to research products and services

 

New Zealand

Complaintline NZ: a gateway to external dispute resolution agencies

 

Quick links

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Ombudsmen - the leaders in independent resolution, redress and prevention of disputes