Most complaints follow these five stages in the customer portal.
Received
Your complaint is received and a reference number is issued.
Assigned
An OFC analyst is assigned to review your case.
In Progress
The complaint is assessed and additional information may be requested.
Resolved
A final decision is issued.
Closed
The case is completed and officially closed.
Some complaints may proceed through additional statutory review processes where permitted by the applicable legislation.
Referred to FDRC
Where a complaint is considered markedly complex, OFC may refer it to the Financial Dispute Resolution Commission (FDRC).
Application for Review
An aggrieved party may apply for a Commission review in accordance with the applicable legislation.
Appealed to High Court
Where permitted by law, an aggrieved party may appeal to the High Court following the Commission review process.
