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Contact the Complaints Officer

The Franchise Council of Australia sets high standards for its members and we remain vigilant to ensure FCA Members comply with the Member Standards. The only complaints process the FCA has in place is one which responds to parties who contact us alleging member breaches of the FCA Member Standards.

If a party believes a member has breached the FCA Member Standards, we require a complaint form to be completed and submitted along with supporting evidence to the complaints officer. The complaint will be acknowledged and reviewed. It will then be referred on to the FCA Ethics Committee for review and determination. The entire process is confidential.

Click here to download the complaints form, or complete the complaint process online by filling out the form below.

Written complaints without a completed complaint form will not be reviewed.

Types of Complaints not Handled by the FCA

The FCA is an industry representative body and not an industry watchdog or regulator. We are unable to deal with:

  • Franchisee/franchisor disputes (this is the role of the Office of the Mediation Adviser).
  • Instances of breaches of the Franchising Code of Conduct (this is the role of the ACCC).
  • Customer complaints about dissatisfaction with a member product or service (this is the role of the respective State Government department of consumer affairs).

Members are welcome to call us to clarify any situation and we will endeavour to point you in the right direction, but we are unable to provide professional advice.

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