For consumers & small business

Consumers and small business 1We monitor banks’ compliance with the Code of Banking Practice to improve service standards in the Australian banking industry – ultimately to create a better experience for customers.

The Code is essentially a set of promises outlining how banks should behave in their dealings with you, the customer. If you’re concerned your bank has broken these promises in providing services to you, contact us – our role is to ensure banks comply with the Code.

You can also report your concern to the bank’s external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA), if you have suffered a loss and cannot resolve the matter through the bank’s internal dispute resolution process.

Your rights under the Code

Key clauses in the Code that may affect your day-to-day banking.

Before you report a concern

Find out how to resolve your concern as quickly as possible.

Useful resources

Where to find help with banking or financial matters.