How it works

Your complaint journey with OFC.

From submission to resolution — the stages you will see when tracking a complaint through the portal.

Standard path

Standard progress

Most complaints follow these five stages in the customer portal.

1
Received
Your complaint is received and a reference number is issued.
2
Assigned
An OFC analyst is assigned to review your case.
3
In Progress
The complaint is assessed and additional information may be requested.
4
Resolved
A final decision is issued.
5
Closed
The case is completed and officially closed.

When applicable

Some complaints may proceed through additional statutory review processes where permitted by the applicable legislation.

1
Referred to FDRC
Where a complaint is considered markedly complex, OFC may refer it to the Financial Dispute Resolution Commission (FDRC).
2
Application for Review
An aggrieved party may apply for a Commission review in accordance with the applicable legislation.
3
Appealed to High Court
Where permitted by law, an aggrieved party may appeal to the High Court following the Commission review process.