Document Library

Find consumer information sheets, brochures, annual reports, financial statements, independent reviews, written complaint forms, our privacy policy, Constitution and Terms of Reference.

Info sheets are quick guides to common issues. Consumer tips and case examples are included.

The IFSO Scheme brochure explains how to contact us and make a complaint.

Please view and download a copy of the IFSO Scheme Annual Reports and Financial Statements.

We encourage you to use our online complaint form. If you would prefer to make a complaint in writing, you are welcome to print and complete the following written forms. Please contact us any time if you would like assistance.

The IFSO Scheme’s Service Charter sets out what you can expect of our free service as a customer of an IFSO Scheme financial service provider, and our expectations about how you will engage with us during our complaint resolution process.

Download our Service Charter

The IFSO Scheme's Constitution requires an independent review of the IFSO Scheme at five yearly intervals. The independent reviews help the IFSO Scheme to continue to deliver a high standard of service to consumers and the financial services industry.

The IFSO Scheme Constitution sets out the governance structure of the IFSO Scheme, and the obligations of IFSO Scheme Participants.

The Terms of Reference (TOR) sets out the IFSO Scheme jurisdiction, including the types of complaints that can be investigated, monetary limits, resolution methods, and decision-making criteria.

The IFSO Scheme’s Terms of Reference and Constitution have changed, effective from 1 September 2023.

The main change is that the IFSO Scheme can now investigate complaints about insurance claims, credit and other financial services/ products up to $350,000+GST, or $2,625+GST per week for regular payments. These limits were previously $200,000+GST and $1,500+GST.

New Terms of Reference and Constitution

Effective from 1 September 2023

Old Terms of Reference and Constitution

Effective until 30 August 2023

The Terms of Reference set out the criteria we must use if we make a decision about a complaint. Read our Fair and Reasonable Conduct webpage to give you and your financial service provider a better understanding of how the IFSO Scheme applies our fair and reasonable jurisdiction.

Read our Privacy Policy webpage which sets out how the Insurance & Financial Services Ombudsman Scheme ("the IFSO Scheme”) manages, collects, uses, and shares personal information.

Our remedies for irresponsible lending document outlines the approach we take when deciding what Complainants should receive if they have been given unaffordable or unsuitable loans.

The document outlines the way the financial dispute resolution schemes’ apply the remedies available under section 89 of the Credit Contracts and Consumer Finance Act 2003 (CCCFA).