Card payment rules and complaints: official sources for Australian merchants

For card payment rules, the Reserve Bank of Australia (RBA) regulates interchange, surcharging settings and fee transparency for designated card networks; the ACCC deals with misleading pricing, unfair contract terms and cash acceptance codes; ASIC regulates financial services and their contract terms; the ATO covers GST and tax; and the card networks enforce their own rules, including the no-surcharge rules in force from 1 October 2026. For a dispute with your provider, start with its internal complaints process, then, if it is a member, the Australian Financial Complaints Authority (AFCA), which can hear complaints from small businesses free of charge. The Australian Small Business and Family Enterprise Ombudsman (ASBFEO) and state small business commissioners can also help.

This guide is part of the overview of payment processing mistakes. Check each source for the current rules before acting.

Who does what

Body	Role for merchant payments	Use it to
Reserve Bank of Australia	Payments System Board; standards on interchange, surcharging and transparency under the Payment Systems (Regulation) Act 1998	Read the 2026 Conclusions Paper, FAQs and published fee data
ACCC	Australian Consumer Law, price displays, unfair contract terms, Part IVC of the Competition and Consumer Act (payment surcharges), cash acceptance codes	Check price display and payment method guidance; report misleading conduct
ASIC	Financial services regulation, including unfair contract terms in financial services contracts	Check provider licensing; report concerns about financial services
AFCA	External dispute resolution for members, including complaints by small businesses	Lodge a complaint after the provider's process (phone 1800 931 678)
ASBFEO	Federal small business ombudsman	Get help resolving a dispute, find guidance
ATO	GST, tax invoices, deductions, depreciation	Check GST on fees and equipment
OAIC	Privacy Act and Notifiable Data Breaches	Check breach notification obligations
Australian Cyber Security Centre	Cyber security guidance and reporting	Report a cyber incident, get small business guidance
PCI Security Standards Council	PCI DSS and self-assessment questionnaires	Read the standard and SAQ eligibility
Federal Register of Legislation	Official legislation	Read the Acts and RBA standards as in force
Treasury	Policy and consultations on payments and consumer law	Follow payments system reforms
business.gov.au	Government business information	General guidance on payments and contracts

State and territory small business commissioners

State	Body
New South Wales	NSW Small Business Commission
Victoria	Victorian Small Business Commission
Queensland	Queensland Small Business Commissioner
Western Australia	Small Business Development Corporation
South Australia	Small Business Commissioner SA

Tasmania, the ACT and the Northern Territory have their own business support services; ASBFEO can direct you if your state has no commissioner. Services and names change, so check the body's site.

Where to check the 2026 rules

Surcharging: RBA FAQs on the removal of payment surcharges from 1 October 2026; the card networks' joint FAQs referenced by the RBA at cardsurcharge.com.au.
Interchange caps: RBA Conclusions Paper (31 March 2026, updated 19 June 2026), interchange chapter and Appendix D.
Published fees: card network and large acquirer publications, first due by 30 October 2026, republished by the RBA.
Price displays and discounts: ACCC guidance on payment methods and component pricing.
Legislation: Competition and Consumer Act 2010 (including Part IVC), Payment Systems (Regulation) Act 1998, ASIC Act 2001, on the Federal Register of Legislation.

The complaint path

Collect evidence: agreement, fee schedule, statements, emails, dates and amounts.
Complain to the provider in writing. Say what went wrong, what you want (refund of fees, release of funds, termination without fee) and by when. Ask for its internal dispute resolution process.
Allow the provider time to respond. Financial firms regulated by ASIC must handle complaints under its internal dispute resolution standards; the provider's process will give its timeframes.
Go to AFCA if unresolved and the provider is a member. AFCA can consider complaints from small businesses (generally those with fewer than 100 employees) within its rules and limits. It is free for complainants.
Use a small business commissioner or ASBFEO for help with negotiation or mediation, especially if the provider is not an AFCA member or the dispute is about equipment rental with a non-member.
Report systemic issues to the ACCC (misleading conduct, unfair terms) or ASIC (financial services conduct).
Get legal advice for large amounts or court action.

Template: complaint letter points

Your business name, ABN and merchant ID
The product (merchant facility, terminal rental, gateway)
The issue in one or two sentences, with dates and amounts
The clause of the agreement you rely on, if any
The outcome you want
A response date (for example, 14 days)

Frequently asked questions

Is my payment facilitator an AFCA member?

Check AFCA's member search on its website or ask the provider. Not all payment providers are members, which affects where you can take a dispute.

Can the RBA resolve my dispute?

No. The RBA sets standards for networks and acquirers but does not handle individual merchant disputes.

Who do I contact if a competitor still surcharges?

The card network shown on the receipt is responsible for its no-surcharge rules, according to the RBA. Misleading price displays can be reported to the ACCC.

Sources

Reserve Bank of Australia — Conclusions Paper and FAQs (2026)
Australian Financial Complaints Authority — lodging a complaint
Australian Small Business and Family Enterprise Ombudsman — dispute support
Australian Competition and Consumer Commission — reporting a business