Skip to content
protections

Your Credit Card Protections in Australia

By PointsExplainedLast reviewed

Contact the merchant

Explain the problem and the fix you want. Keep receipts, emails and screenshots.

Tell your bank quickly

Report a disputed, unauthorised or mistaken transaction as soon as possible and note the reference number.

Ask for a chargeback

If the merchant won't fix it, ask your bank to dispute the transaction under the card scheme rules before the time limit passes.

Make a formal complaint

Write to your bank with 'complaint' in the subject line, a clear explanation and copies of documents.

Escalate to AFCA

If your bank doesn't resolve it, lodge a free complaint with AFCA on 1800 931 678 or online.

Where this comes from

Sources

The documents this guide relies on. If one has changed since we read it, the document is right and this guide is out of date.

  1. Moneysmart (ASIC): Online shopping safety

    If you shopped online by card and didn't get what you paid for: contact the seller first, then your bank, which may be able to give a chargeback.

    moneysmart.gov.au · Accessed
  2. Moneysmart (ASIC): Glossary (entries 'chargeback' and 'Australian Securities and Investments Commission (ASIC)')

    Chargeback definition (a return of funds, often initiated by the consumer's bank); ASIC enforces laws relating to credit.

    moneysmart.gov.au · Accessed
  3. Australian Banking Association: Banking Code of Practice (effective 28 February 2025)

    Paragraphs 157-158 (chargebacks under card scheme rules, including recurring payments); 154 (30 days' notice before an introductory balance transfer ends); Part D financial difficulty (including dealing with a financial counsellor or representative); paragraph 199 (30-day/21-day complaint timeframe); AFCA decisions binding; ABA member banks with a retail presence must sign up and adopters are listed.

    ausbanking.org.au · Accessed
  4. ASIC: ePayments Code

    ePayments Code covers credit card transactions and unauthorised transaction liability; voluntary; most banks, credit unions and building societies subscribe; subscribers say so in their terms.

    asic.gov.au · Accessed
  5. Moneysmart (ASIC): Bank transaction problems

    When you're more or less likely to get money back for unauthorised transactions; contact your bank quickly and get a reference number; complain to AFCA as soon as possible because time limits apply.

    moneysmart.gov.au · Accessed
  6. ASIC Report 788: Credit card lending in Australia: Staying in control (July 2024)

    Ban on unsolicited credit limit increase offers since 1 July 2018; three-year responsible lending test and ban on retrospective interest since 1 January 2019; online limit reduction and cancellation for contracts after 1 January 2019.

    download.asic.gov.au · Accessed
  7. ASIC media release 18-257MR: ASIC prescribes three-year period for credit card responsible lending assessments

    Three-year test applies to new contracts and credit limit increases.

    asic.gov.au · Accessed
  8. ASIC Report 580: Credit card lending in Australia (July 2018)

    Over-limit fees require consent; repayment allocation to higher-rate balances for contracts from 1 July 2012; minimum repayment warning on statements.

    download.asic.gov.au · Accessed
  9. Moneysmart (ASIC): Financial hardship

    Lender must consider you for hardship assistance and give reasons if it refuses.

    moneysmart.gov.au · Accessed
  10. Moneysmart (ASIC): How to complain

    Formal complaint (IDR) tips; AFCA is free and independent, covers credit and banking deposits and payments; AFCA phone 1800 931 678.

    moneysmart.gov.au · Accessed
Questions

About this guide

How do chargebacks work in Australia?

Chargebacks run under the card schemes' rules, which set the time limits. Banks that have adopted the Banking Code of Practice commit to claim the amount back if they find you were incorrectly charged and didn't contribute to the loss.

Does the ePayments Code apply to my bank?

Only if your bank subscribes. ASIC says most banks, credit unions and building societies do; check ASIC's subscriber list or your account's terms and conditions.

Can my bank offer me a higher credit limit out of the blue?

No. Since 1 July 2018, lenders must not make unsolicited credit limit increase offers, including inviting you to apply. If you ask for an increase yourself, the lender must still assess whether you could repay the higher limit within three years.

What if my bank won't resolve my complaint?

You can complain to AFCA, which is free and independent. The Banking Code says AFCA decisions are binding on the bank. Time limits apply, so don't wait.
Keep reading

Balance Transfers, Interest-Free Deals and Buy Now Pay Later in Australia

Card Surcharges in Australia: The 1 October 2026 Changes

Choosing Your First Credit Card in Australia