Consumer Law & ACL Disputes
Challenge unfair lending and protect your credit rights.
Australian credit laws impose strict obligations on banks, lenders, and buy now pay later providers. If you were approved for a loan you couldn't afford, have an incorrect credit listing, or are being pursued under unfair credit terms — you have rights under the National Consumer Credit Protection Act. Submit your request and get connected with a consumer credit lawyer today.
⚠ AFCA complaints about credit decisions have time limits — generally within 6 years of the credit decision and 2 years after you first became aware of the issue — submit your request now.
Does This Sound Like You?
Common situations we help with.
A bank approved a loan you couldn't afford to repay
A lender approved a home loan, personal loan, or credit card that you could not reasonably afford to repay — without properly assessing your financial situation, income, expenses, or existing debts as required under responsible lending laws.
A credit card default has been listed on your credit file
A credit provider has listed a default on your credit report — either incorrectly, for a disputed amount, or without sending you the required notices before listing — and it is affecting your ability to obtain finance, housing, or other credit.
Loan terms were not as represented to you
You took out a loan based on representations about the interest rate, fees, repayment terms, or conditions — and the actual terms were materially different from what was explained to you at the time. You believe you were misled into signing the loan contract.
BNPL debt is being aggressively collected
You have a buy now pay later (BNPL) debt and the provider or a debt collector is using aggressive, misleading, or unlawful collection practices — contacting you at unreasonable times, threatening court action for small amounts, or misrepresenting what you legally owe.
Your hardship application has been refused
You applied for financial hardship assistance — requesting a reduction in payments, a temporary pause, or a change to your repayment schedule — and the lender refused without proper consideration, did not follow the required process, or offered terms that do not adequately address your situation.
Your credit contract contains unfair terms
Your loan or credit contract contains terms that are heavily one-sided — such as unilateral interest rate changes, broad default event definitions, or excessive fees on early repayment — and you want to know whether those terms are enforceable or can be challenged under the ACL or National Credit Code.
How It Works
Know your credit rights. Challenge what's unfair.
Describe your credit issue — whether it's an irresponsible lending complaint, a credit file dispute, a hardship refusal, or aggressive debt collection. A consumer credit lawyer will review your situation and advise on your rights under the NCCP Act and the ACL.
Submit Your Credit Dispute RequestSubmit your request
Describe the credit product (loan, credit card, BNPL), the lender or provider involved, the nature of the dispute, and any notices or demands you have received.
Rights assessed under NCCP and ACL
A consumer credit lawyer assesses your rights under the National Consumer Credit Protection Act and related laws, and identifies whether responsible lending obligations were breached.
Complaint or legal action pursued
Your lawyer advises on the most effective path — an AFCA complaint, a hardship variation, a credit file dispute, or formal legal proceedings — and pursues the outcome you're entitled to.
AFCA
The Australian Financial Complaints Authority provides a free external dispute resolution service for complaints about banks, lenders, and financial service providers
All 8 States
Requests matched to specialist consumer credit lawyers across every state and territory in Australia
Free
Initial consultation — understand your rights and options before committing to any action
$1M+
AFCA can award compensation of up to $1.085 million for credit-related complaints (2024 limit) — the process is free for consumers
Before You Dispute
Practical questions about consumer credit disputes in Australia.
What are responsible lending obligations under the NCCP Act? +
Under the National Consumer Credit Protection Act 2009 (NCCP Act), credit licensees must not enter into a credit contract that is unsuitable for a consumer. Before approving credit, a lender must make reasonable inquiries about your financial situation, verify that information, and assess whether the credit will cause you substantial hardship or not meet your requirements. If a lender approved credit that was unsuitable — for example, approving a large loan to someone who clearly could not service the repayments — this may give rise to a compensation claim.
How do I lodge a complaint with AFCA about a lender? +
AFCA (the Australian Financial Complaints Authority) is the external dispute resolution scheme for financial services complaints. Before lodging an AFCA complaint you must first complain directly to the financial firm and allow them 30 days to respond (or 45 days for complaints involving superannuation or default notices). If the firm doesn't resolve your complaint satisfactorily, you can lodge a complaint with AFCA online. The AFCA process is free for consumers and can result in binding determinations against the financial firm for compensation up to AFCA's compensation limits.
What hardship provisions apply to credit contracts? +
Under the National Credit Code, if you are experiencing financial hardship and cannot reasonably make your repayments due to circumstances like illness, unemployment, or relationship breakdown, you can apply to your credit provider for a hardship variation — requesting reduced repayments, a payment pause, or an extension of the loan term. The lender must consider the application. If they refuse, you can request a written reason and then take the matter to AFCA or, in some cases, apply to a court for a variation. If hardship provisions are invoked, default listings should generally be deferred.
How do I dispute and correct an incorrect credit report listing? +
Credit reporting is regulated by the Privacy Act 1988 and the Privacy (Credit Reporting) Code. You can request a free copy of your credit report from Equifax, Experian, or illion. If a listing is inaccurate, misleading, or listed without proper process — for example, without the required notices being sent before a default was listed — you can dispute it directly with the credit provider. If they don't correct it, you can complain to the Office of the Australian Information Commissioner (OAIC) or to AFCA. Successful disputes can result in the removal of the listing.
What counts as a serious credit infringement on a credit report? +
A "serious credit infringement" is a listing that stays on your credit file for 7 years rather than the standard 5 years for defaults. It can be listed where a credit provider believes on reasonable grounds that you have acted fraudulently in relation to credit, or that you have completely and clearly avoided your credit obligations. Serious credit infringements are more damaging to your credit score and harder to dispute. If you believe a serious credit infringement has been listed incorrectly against you, seek legal advice urgently.
What is the AFCA compensation limit for credit complaints? +
AFCA's compensation limits vary by complaint type. For credit-related complaints involving home loans and personal credit, AFCA can award compensation of up to $1.085 million (indexed annually). For small business credit complaints the limit is $1.085 million. For non-monetary remedies, AFCA can also direct the credit provider to correct credit file listings, vary loan terms, or take other non-financial action. AFCA determinations are binding on the financial firm if you accept them. A lawyer can advise on the strength of your AFCA claim and what compensation you might reasonably expect to recover.
Have a question not covered here? Submit your request and a consumer credit lawyer will be in touch.
Request a Free Consultation