Although most credit card companies try to make sure that customers stay satisfied with their products, it is often the case that there will be complaints about service or a dispute about charges on the credit card.

The first step that is recommended by the Federal Government is to complain to the provider.  The provider is the most effective party to sort out any complaint and has the most direct interest in keeping a credit card customer happy.  This should first be done as a call to the credit card provider (keeping a note of the call, which person was talked to and roughly what was said).

If a call does not satisfy then a written complaint should be sent.  This should set down what the complaint is, what could be done to rectify the situation and steps taken up to that point to get the issue addressed.

It is important for any future part of the complaint that it is clear that an attempt has been made to engage both parties.  If the complaint goes on to a later stage then it is always a good point in favour of the consumer that they have tried to resolve this with the provider and have exhausted all avenues.

If the company has not dealt with this issue satisfactorily then there may be no alternative but to go to the government.  In all states and territories there is a Consumer Affairs Agency which deals with the Uniform Credit Consumer Code.  Almost all complaints will fall under this code.

As well as dealing with charges and other aspects of credit card behaviour the Consumer Affairs Agency will also have the ability to vary payments in genuine hardship cases and to order any intrusive debt collection activities to cease.  These cases are not always decided in the consumer’s favour.

There is also the Australian Securities and Investment Commission (ASIC) which is a Federal Government body which regulates most financial products, including credit cards.  If there is a case of unfair charges they may also be able to help.  They operate a very useful website called “FIDO” which gives information on credit cards and other financial services.

It may be necessary to take the legal route and sue the credit card provider in court.  For almost all credit card claims the appropriate forum will be the small claims court, which is cheaper for the consumer and they are able to represent themselves.