If you have a general enquiry or complaint related to how a regulated institution handles your personal affairs, the first step is to contact the institution concerned to resolve the matter. These complaints must be made in writing to ensure that your concerns are properly recorded by the institution.
APRA treats the information you give us confidentially. We will not inform anyone outside APRA, unless you authorise us to do so, except to the extent we are required to by law. Your personal information will be protected from disclosure except where you authorise its release.
Even where you have provided us with information, the Australian Prudential Regulation Authority Act 1998 restricts the information APRA can disclose to you or to the public about the entities we regulate and about the action that may be taken.
So while you can expect APRA to take seriously the information you provide, legal provisions restrict the type of information that can be released to you and any specific outcome arising from a complaint is unlikely to be publicly released unless some formal enforcement action occurs.
There are five ways you can provide useful information about a regulated entity:
- print the on-line information form, complete it, and send it to:
Australian Prudential Regulation Authority
1 Martin Place (Level 12)
Sydney NSW 2000
PO Box 9836
Sydney NSW 2001
- write a letter to the above address setting out the information you wish to refer to APRA;
- fax your letter or form to 02 9210 3156; or
call APRA on 1300 558 849.
Written feedback and complaints – includes correspondence received by email, mail or fax. APRA aims to respond to all written complaints within 15 working days, or within a reasonable timeframe depending on the complexity of the enquiry.
Verbal complaints – are recorded in a report by the person you speak with and referred to the relevant manager within APRA. Generally verbal complaints to APRA about regulated entities will not be followed up unless a prudential issue is identified in the information supplied which requires further investigation.
In certain cases where prudential issues appear to have been identified, we may contact you to obtain further details.
APRA collects information provided by the public as an additional source which can assist us in our regulatory role. Where the information is about APRA, we are committed to improving the performance of our functions. The information you provide will not be disseminated outside APRA except with your permission or as authorised by law.
APRA’s administrative processes may be investigated by other agencies such as the Commonwealth Ombudsman. At first instance, complaints about APRA’s service should be made directly to APRA but if you are not satisfied with the outcome, you can complain to the Ombudsman who is able to investigate complaints about the processes that have been followed.