Australian and New Zealand Ombudsman Association
where to seek help — information for consumers
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)
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)
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
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.
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
for complaints about the administrative actions of ACT Government agencies and public education providers
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
for complaints about the Australian Taxation Office (ATO) or Tax Practitioners Board (TPB)
Ombudsman for the Northern Territory *
for complaints about Northern Territory government departments and agencies
for complaints about Tasmanian government departments, and agencies, local government, and state-owned businesses
for complaints about South Australian government and local government agencies
for complaints about most levels of Victorian state and local government
for complaints about Western Australian government agencies, statutory authorities, local governments and public universities
for complaints about NSW government departments, councils and statutory authorities
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)
for complaints about public transport in Victoria
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