Complaints about Registry services
ASIC administers Australia’s public registers of companies, business names and finance industry professionals. This includes registering business names and companies, facilitating updates to these registers, and providing searching services for all of our public registers.
To support this function, ASIC’s Registry business provides telephone, email, and web based information services to the Australian public and business community, primarily through our Customer Contact Centre. We also provide online lodgement and searching services through ASIC Connect.
What are these complaints about?
Members of the public may raise concerns about the delivery of the services mentioned above. These concerns may include:
- decisions we make in the course of administering our responsibilities (e.g. whether or not we will register a business name)
- actions we may or may not take in the course of performing our role
- feedback and user experience issues arising from the services we provide.
If you have a service issue or general inquiry, the best place to have it resolved is through our Customer Contact Centre on 1300 300 630. Alternatively, you can ask a question online.
Managing your complaint
If you have called our Customer Contact Centre and remain dissatisfied, you can lodge a complaint using our online complaints form, where an ASIC officer will contact you within 3 working days, or you can call our Complaint line on 1300 740 895.
The time we spend investigating your complaint depends on its seriousness and complexity, but we aim to resolve your complaint within 28 days. If we are unable to resolve your complaint within this timeframe, we'll contact you to give you progress updates and keep you informed. You can also contact us to check the progress of your complaint.
What outcomes are possible?
The outcome of a complaint will depend on its nature and our powers and obligations under the laws we administer. Outcomes may include:
- assisting you to fulfil an obligation with ASIC, i.e. helping you to lodge a document or make a payment
- reaffirming our original decision
- where our powers allow us, reviewing our original decision based on new information provided
- using the complaint to consider improvements to our systems, processes or services.
If you remain dissatisfied with the response ASIC provides, you can complain to the Commonwealth Ombudsman.