Pitfalls, Protections and Official Sources
Credit card complaints in Australia: issuer, AFCA and the official sources to check
How to complain about a credit card issuer in Australia, step by step: internal dispute resolution, AFCA, ASIC, the OAIC and free help, plus a list of official sources for card rules in 2026.
To complain about a credit card in Australia, start with the card issuer's internal dispute resolution (IDR) process: tell them what went wrong and what you want, in writing if possible. Under ASIC's rules for IDR, issuers must generally give a final response within 30 calendar days for standard complaints (ASIC Regulatory Guide 271), and within 21 calendar days for credit complaints about a default notice, a hardship request or a request to postpone enforcement. If you are unhappy with the answer or it does not come in time, you can lodge a free complaint with the Australian Financial Complaints Authority (AFCA) on 1800 931 678. AFCA handles disputes about card fees, interest, rewards terms tied to the card, chargebacks, unauthorised transactions, irresponsible lending and hardship. For credit reporting problems you can also go to the Office of the Australian Information Commissioner (OAIC), and for broader misconduct you can report to ASIC.
This guide belongs to the pitfalls, protections and official sources section. It is general information, not legal advice.
Who handles what
| Problem | First contact | Next step |
|---|---|---|
| Wrong fee, interest or payment allocation | Card issuer IDR | AFCA |
| Rewards points not credited, bonus refused | Card issuer (and rewards program) | AFCA if the program is part of the card product; ACCC for consumer law concerns |
| Chargeback refused or mishandled | Card issuer IDR | AFCA |
| Unauthorised or fraudulent transactions | Card issuer, immediately | AFCA; IDCARE for identity theft |
| Card or limit you could not afford | Card issuer IDR | AFCA (responsible lending) |
| Hardship request refused | Card issuer | AFCA; financial counsellor |
| Credit report error | Credit reporting body or issuer | AFCA or OAIC |
| Surcharge after 1 October 2026 | The business; the card network on your receipt | State or territory consumer agency or ACCC for misleading pricing |
| Unsolicited limit increase invitation | Card issuer | ASIC (report misconduct); AFCA if you suffered loss |
Step-by-step: making a complaint
- Gather evidence. Statements, the Key Facts Sheet and terms you relied on, screenshots, emails, call dates and reference numbers.
- Write a short complaint. What happened, which rule or term you think was breached, and what outcome you want (refund of a fee, reversal of interest, crediting of points, closure of an account).
- Use the issuer's complaints channel and ask for a reference number. Ask for the complaint to be treated as a formal complaint under its IDR process.
- Note the date. If the issuer does not give a final response within the required time, or you disagree, go to AFCA.
- Lodge with AFCA online or by phone. AFCA is free for consumers. It will usually refer the complaint back to the issuer first for a final chance to resolve it.
- Respond to AFCA's requests and consider any proposed resolution. AFCA decisions are binding on the financial firm if you accept them; if you do not accept, you keep your other legal options.
AFCA has time limits for lodging complaints, generally linked to when you became aware of the loss and when the issuer gave its IDR response. Check AFCA's website for the current rules and lodge promptly.
What outcomes are possible
Depending on the case, an issuer or AFCA may:
- refund fees or interest charged contrary to the contract or the law,
- correct payment allocation or interest calculations,
- credit points that were promised under the card's offer terms,
- reverse unauthorised transactions or complete a chargeback,
- vary repayments under a hardship arrangement,
- waive or reduce debt where a card or limit was unsuitable, and
- correct your credit report.
Free help while you complain
- National Debt Helpline: 1800 007 007, free financial counsellors, help preparing hardship requests and complaints.
- Community legal centres and state legal aid commissions for legal advice.
- Mob Strong Debt Help for Aboriginal and Torres Strait Islander people: 1800 808 488.
- IDCARE for identity theft and scams.
Do not pay a "debt fix" or "credit repair" business to make a complaint you can make yourself for free.
Official sources for Australian credit card rules (2026)
| Topic | Where to check |
|---|---|
| Credit card law: Key Facts Sheet, limit increase ban, online closure, payment allocation | National Consumer Credit Protection Act 2009, Part 3-2B, on the Federal Register of Legislation |
| Minimum Repayment Warning | National Consumer Credit Protection Regulations 2010, regulation 79B |
| Responsible lending and the three-year limit test | NCCP Act Chapter 3 and ASIC Regulatory Guide 209 |
| Surcharging removal from 1 October 2026 and interchange caps | Reserve Bank of Australia, Conclusions Paper (March 2026) |
| Unauthorised transactions | ePayments Code, ASIC |
| BNPL regulation from 10 June 2025 | ASIC, Regulatory Guide 281 |
| Credit reporting | Privacy Act 1988 Part IIIA, OAIC |
| Complaints | AFCA; ASIC Regulatory Guide 271 on internal dispute resolution |
Related guides: credit limits, reducing and cancelling, fraud and chargebacks and the surcharging ban.
Frequently asked questions
Does it cost anything to complain to AFCA?
No. AFCA is free for consumers; it is funded by its member firms.
Can I go to AFCA without complaining to the issuer first?
You can contact AFCA, but it will generally refer you to the issuer first so it has a chance to resolve the complaint.
Can AFCA help with a rewards program run by an airline?
AFCA deals with financial firms that are members. If the complaint is about the card issuer's conduct, such as crediting points under a card offer, AFCA may be able to help. Complaints about an airline's own program rules may need to go to the airline and, for consumer law issues, the ACCC or your state consumer agency.
What if I am being contacted by debt collectors about a card?
You can still complain and seek hardship assistance. Debt collectors must follow the ACCC and ASIC debt collection guideline. Talk to the National Debt Helpline.
Sources and where to check
- Australian Financial Complaints Authority — lodging a complaint, 1800 931 678
- ASIC — reporting misconduct and regulatory guides
- Office of the Australian Information Commissioner — credit reporting complaints
- Reserve Bank of Australia — surcharging and interchange
- National Debt Helpline — free financial counselling, 1800 007 007
- Federal Register of Legislation — NCCP Act and Regulations
