Lodge a complaint with the External Dispute Resolution scheme (or 'Ombudsman')
If you don’t get an appropriate outcome from Step 1, it's your right to lodge a complaint with the organisation’s External Dispute Resolution Scheme - also known as the 'Ombudsman'. The Ombudsmen schemes are very appproachable; it's easy to give them a call and discuss your issue.
Once you've lodged your complaint, the Ombudsman will:
- Give the creditor an opportunity to respond to your complaint and offer to resolve it
- Facilitate negotiation between you and your creditor, including a telephone conciliation if needed
- Investigate the complaint and make a recommendation if you and the creditor can't come to an agreement
If you and the creditor still can't agree on a solution, the Ombudsman will make a formal order - called a 'determination' - about what should happen. This is the final stage and the final act of the Ombudsman.