Know your rights

Know your rights

Making a complaint
• You have the right to complain to a Centre Participant  if you have a problem with the service they are providing. They must respond to your complaint within 15 days unless there are exceptional circumstances.
• If you are not happy with the firm’s response, they reject your complaint or you do not hear from them, you have the right to take your complaint to the AFSA.
• If your complaint is about something your bank has done, for example if a bank has refused to refund an unauthorised payment, you should contact the bank to make a complaint. You have the same right to take your complaint to the AFSA via Submit your complaint section.

How to protect yourself
• We want consumers to enjoy the full benefits that these changes can bring, however there are some important things you should be aware of.
• Be alert – you should be vigilant to fraud when using online payment initiation or account information services. If you don’t know who you are talking to, or there is reason to suspect that the provider is not who they claim to be, don’t disclose your banking security credentials, or other personal or financial information.
• Read the details – always read the terms and conditions of a provider of financial services carefully before signing up, this includes the terms and conditions of services provided.
• Be data savvy – make sure you understand and agree with what access you are granting to your account, how the account information will be used and who it may be passed to.
• Check your statements – keep an eye on your bank statements and get in touch with your bank if you don’t recognise a payment.

Data protection
• Companies that access your data need to comply with data protection law. Banks and other payment services providers will be subject to data protection law.
• If you have a concern about a breach of data protection law, you can contact the AFSA.