our ombudsman our deputy ombudsman cio constitution cio rules cio guidelines feedback about cio consumer engagement privacy policy disclaimer complaint resolution making a complaint online complaint form non members form third parties search financial services providers financial hardship financial hardship process financial hardship faqs will we ask you for your medical information will we ask you for your bank statements what to do if i am experiencing financial difficulty how can my lender help me with my financial hardship what information should i give my lender for a financial hardship application what if the lender has agreed to my request for financial hardship assistance what if the lender has declined my request for financial hardship assistance how will cio deal with my financial hardship complaint should i make payments while my complaint is open with cio my lender is taking legal action . what should i do my lender has obtained judgment . can cio consider my complaint i received a notice to vacate . can cio consider my complaint how many times can i make a hardship application can i ask for time to sell my property can i ask for time to refinance what if i want time to access my superannuation i have a lease or a rental agreement . can i make a hardship complaint to cio my loan is for business or investment purposes . can i make a hardship complaint to cio can a small business make a complaint to cio i am bankrupt . can i make a financial hardship complaint to cio what if my co borrower wants nothing to do with my request for hardship assistance complaints faqs who can make a complaint to cio where do i start am i bound by cio s decision can anything be done about fees do i need a lawyer or other representation does cio offer advice on a financial services provider s products or services how do i make a complaint how is cio funded who is the ombudsman how much does it cost i might have a complaint can i get some advice i need a copy of my credit file can cio help me i need legal advice can cio help me is the process confidential what complaints aren t covered by cio what complaints can cio consider what do i say in my complaint what happens at a hearing what happens at the conciliation stage what happens at the determination stage what happens if i receive a determination what happens once i make my complaint what is a conciliation conference what if the complaint remains unresolved after conciliation what if i am experiencing financial hardship what happens once i receive a copy of the members response what happens if my complaint is considered by cio complaints cio covers complaint process documents needed disclosure statement third party authority information we may ask for information we consider offensive or defamatory information third parties helpful information assistance & information financial information and assistance specialist assistance services credit reporting financial counsellors community legal centres legal aid offices indigenous assistance services complaint resolution schemes state govt ombudsman offices consumers affairs & fair trading offices regulatory bodies small claims courts & tribunals financial industry associations news and events news and information consumer news august 2016 consumer news june 2016 consumer news april 2016 consumer news january 2016 new decisions published consumer news august 2015 consumer news may 2015 privacy awareness week 2015 increase of monetary compensation limit change of name from cosl to cio consumer news december 2014 cosl appoints new consumer director cosl releases its annual report on operations 2013 2014 consumer news september 2014 cosl appoints new industry director consumer news june 2014 cosl 9th edition rules summary of important changes consumer news march 2014 obtaining your credit file for free information about credit repair agencies consumer news october 2013 consumer news june 2013 consumer guide no 1 fsp news cio news july 2016 cio news may 2016 cio news february 2016 cio news december 2015 cio news august 2015 cio news may 2015 cio news february 2015 increase of monetary compensation limit cosl news october 2014 cosl news august 2014 cosl news may 2014 cosl 9th edition rules summary of important changes new rules about privacy related complaints credit ombudsman now accepting commercial credit providers information commissioner recognises credit ombudsman service to handle privacy complaints cosl news february 2014 cosl appoints new industry director credit ombudsman releases its 2013 annual report on operations cosl news october 2013 credit ombudsman cautions borrowers and lenders to be mindful of interest rate rises cosl news august 2013 cosl news july 2013 credit ombudsman launches new website credit ombudsman supports plea by financial counsellors association cosl news may 2013 changes to complaint rebate for fsps cosl appoints new consumer director changes to cosl membership and complaint fees cosl appoints new consumer director member update december 2011 cosl releases annual report on operations 2010 2011 idr and implications for cosl members fixed interest rate loans information about idr and financial hardship cosl rules seventh edition membership under credit legislation asic s credit licensing requirements changes to complaint fees dealing with borrowers in financial hardship summary of cosl rule changes edr membership under new legislation fixed rate break costs changes to cosl membership fees increase to financial hardship threshold victorian bushfires victorian methane gas leak top 5 tips for financial planners media releases media release ombudsman cautions that mergers and tribunals will not help consumers media release ombudsman cautions on tribunal media release credit and investments ombudsman welcomes terms of reference into financial sector s complaints framework media release credit and investments ombudsman welcomes treasurer s announcement media release cio appoints deputy ombudsman media release cio releases its annual report on operations 2014 15 media release credit and investments ombudsman increases monetary compensation limit media release cosl appoints new consumer director media release cosl releases its annual report on operations 2013 2014 media release credit ombudsman slams unacceptable behaviour by credit repair firms media release information commissioner recognises credit ombudsman service to handle privacy complaints media release credit ombudsman service appoints new industry director media release credit ombudsman releases its 2013 annual report on operations media release cosl cautions borrowers and lenders to be mindful of interest rate rises media release credit ombudsman launches new website media release credit ombudsman supports plea by financial counsellors association media release support for flood disaster victims media release financial hardship concerns over widespread bushfires media release cosl releases annual report on operations 2011 2012 media release cosl appoints new consumer director media release cosl releases independent review media release annual report on operations 2010 2011 media release responsible lending media release ombudsman cautions borrowers about fixing home loan rates media release cosl appoints new chair of board media release cosl appoints deputy ombudsman media release queensland floods and financial hardship media release cosl releases its annual report on operations for 2010 media release cosl welcomes new credit legislation media release cosl applauds government change media release victorian bushfires & financial relief media release brookland greens media release wa gas supply disruption media release cosl s hardship guidelines media release annual report on operations 2007 media release mfaa hardship relief media release new cosl rules media release new cosl fee structure media release reappointment of directors media release annual report on operations 2006 media release ceo appointment publications position statements position statement 7 dealing with systemic issues and serious misconduct position statement 6 internal dispute resolution idr position statement 5 responsible lending position statement 4 default listings on individuals credit information files position statement 3 stay on execution default judgment orders position statement 2 financial hardship position statement 1 about cosl annual report on operations annual report on operations 2015 annual report on operations 2014 annual report on operations snapshot 2013 annual report on operations 2013 annual report on operations snapshot 2012 annual report on operations 2012 annual report on operations 2011 annual report on operations 2010 annual report on operations 2009 annual report on operations 2008 annual report on operations 2007 annual report on operations 2006 annual report on operations 2005 annual report on operations 2004 annual report on operations 2003 submissions submission response to the issues paper for the review of edr schemes submission review of the small amount credit contract laws submission treasury legislation amendment bill 2015 provisions submission extending unfair contract term protections to small businesses submission economics references committee inquiry scrutiny of financial advice submission consultative draft acdba code of practice submission inquiry into the corporations amendment bill 2014 submission competition policy review submission financial system inquiry submission consumer credit regulations exposure draft presentation opening statement to the senate economics reference committee on asic s performance submission senate economics references committee inquiry into the performance of asic submission cosl s response to asic s discussion paper credit hardship obligations outstanding issues submission benchmarks for industry based external dispute resolution schemes submission draft credit reporting code submission regulation of pos vendor introducers cosl s response to richard st john s report asic consultation paper 172 edr scheme jurisdiction competition among ombudsman an alternative view to the anzoa policy consumer credit and corporations legislation amendment enh . bill 2011 inquiry national consumer credit protection amendment regulations 2011 home loan key facts sheets exposure drafts of the privacy amendment legislation to credit reporting key fact sheets national consumer credit protection amendment credit card and home loans act asic consultation paper 138 dispute resolution requirements for trustee companies ... green paper financial services & credit reform credit reporting reform submissions archive 2009 submissions archive 2008 submissions archive 2003 2007 annual reports independent review guides and brochures fact sheet enforcement action fact sheet confidential information fact sheet procedural fairness about complaints consumer brochure guide conciliation conferences guide financial hardship cases case studies case study unjust transaction case study responsible lending case study delayed settlement no. 3 case study timeshare financier and enforcement costs case study payment arrangement ordered case study payment arrangement with a lender case study payment arrangement with a car financier case study break cost fees case study credit defaults case study motor vehicle repossessions case study unauthorised transactions case study financial advice case study illness case study wasted time case study trading losses case study the retirees case study product features case study predatory lending no. 2 case study predatory lending no. 1 case study importance of file notes case study a bad investment case study a short holiday case study delayed settlement no. 1 case study delayed settlement no. 2 case study financial hardship & loss of job case study unfortunate circumstances case study financial hardship & fixed break costs case study fixed rate loans case study fixed rate requests case study forgotten break cost fees case study franchise operators decisions recommendation 6 june 2016 decision 3 june 2016 decision 1 june 2016 recommendation 25 may 2016 decision 24 may 2016 review 20 may 2016 recommendation 20 may 2016 b decision 20 may 2016 recommendation 18 may 2016 recommendation 5 may 2016 review 28 april 2016 decision 21 april 2016 decision 24 march 2016 review 16 march 2016 review 2 march 2016 review 10 february 2016 recommendation recommendation recommendation recommendation recommendation review 11 september 2015 decision 30 september 2015 decision 30 september 2015 b recommendation recommendation recommendation recommendation recommendation recommendation decision recommendation recommendation recommendation recommendation recommendation recommendation decision case summary decision decision decision decision decision recommendation decision about ombudsman determinations determinations determination 22 july 2016 determination 11 july 2016 determination 8 june 2016 determination 24 november 2015 determination 1 july 2015 determination 29 june 2015 determination 26 june 2015 determination 28 april 2015 determination 22 december 2014 determination 18 december 2014 determination 17 december 2014 determination 15 december 2014 b determination 8 december 2014 determination 5 december 2014 b determination 5 december 2014 a determination 4 december 2014 determination 26 september 2014 determination 20 june 2014 determination 10 june 2014 determination 4 june 2014 determination 7 march 2014 determination