We want to know when we have not met your expectations so we can improve for next time.
If you have a complaint, any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable and timely outcomes.
We will ensure that all complaints are fully documented, investigated and resolved in a timely manner.
Our complaints guide provides information on how to make a complaint and what you can expect from the process.
Find the answers to frequently asked questions about our complaints process:
Need help making a complaint?
Authorising someone else to help you
You can appoint someone else to lodge or handle your complaint on your behalf. This may be a family member or friend, a financial counsellor or a legal representative.
You’ll need to give appropriate authority for your representative to liaise with us. Once this authority is in place, we’ll work with your representative to resolve your complaint.
Easy English guide to making a complaint
Our complaints Guide is available in an Easy English format, explaining the complaints process in a plain language that is concise and easy to understand.
Auslan Complaints Guide
This video explains our complaint process in Auslan, including information on how to make a complaint and what you can expect from the process.
Customer complaints guide Auslan
Your feedback matters
We’re always striving to be a better bank.
And you’re at the centre of our efforts.
So, it’s important for us to know when we haven’t met your expectations.
Your feedback may be about our products, services, staff, or how we handle complaints.
Whatever your compliant, we want to make things better.
Our eight commitments to you.
Number 1. We’ll listen to you with empathy and take time to understand your concerns.
Number 2. We’ll act honestly, consistently, and objectively.
Number 3. We’ll investigate and resolve your complaint as quickly as possible.
Number 4. We’ll be accessible so you have the opportunity to raise your complaint and be heard.
Number 5. We’ll be sensitive and respectful of your circumstances, particularly if you’re vulnerable and need our support.
Number 6. We’ll take responsibility when we’ve done something wrong and make things right where we can.
Number 7. We’ll strive for fair solutions that justify the trust you and the community place in us.
Number 8. We’ll learn from your complaint and escalate issues which could impact other customers.
Get in touch.
There are lots of ways you can share your feedback:
In person at your local branch
Over the phone
Via our online feedback form
Or you can contact our customer feedback team. (The information can be found on my left)
Phone 1300 361 911 (or +61 3 5485 7911 from overseas) between 8.30am and 5pm (AEST) on weekdays.
Mail Customer Feedback Team, Reply Paid 480, Bendigo VIC 3551
What to include in your feedback
Your name and preferred contact details
What your complaint is about (include the product or service you are unsatisfied with and what has gone wrong)
Also include the resolution that you seek.
What happens when you make a complaint.
Firstly, acknowledging your complaint.
Where possible we aim to resolve complaints on the spot, or within five business days.
If we need more time, you’ll receive a reference number and contact details of the person who is handling your complaint.
Number 2. Understanding your issue.
We’ll review the information you’ve given us and investigate the issue thoroughly.
You’ll receive regular progress updates and, if more information is needed, we’ll be in touch.
There are maximum complaint resolution timeframes that are set by law.
If we can’t meet these timeframes, we’ll explain why and give you a date you can expect and outcome.
Number 3. If you’re still unsatisfied.
If you’re not satisfied with how we handled or resolved your complaint you can contact the Australian Financial Complaints Authority (AFCA).
AFCA is an independent service that provides free dispute resolution for consumers and small businesses.
The contact information including the website, email, phone and mail is on my left.
Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
If you need help to make a complaint.
Authorising someone else to help you.
You can appoint someone else to lodge or handle a complaint on your behalf.
This might be a family member or friend, a financial counsellor or a legal representative.
You’ll need to give appropriate authority for your representative to liaise with us.
Once this authority is in place, we’ll work with your representative to resolve your complaint.
The National Relay Service.
If you are deaf or have a hearing or speech impediment, you can call through the National Relay Service.
TTY user phone 133 677 then ask for 1300 361 911
Speak and listen: call this number here 1300 555 727 and then ask for 1300 361 911
Internet relay users connect to the National Relay Service and then ask for 1300 361 911
If English isn’t your first language, you can access a free interpreter services through Translating and Interpreter Services or TIS for short.
This service is available in over 150 languages and is provided by the Department of Home Affairs.
Please let us know if you would like us to arrange this service for you.
This document is also available in Arabic, Mandarin, Greek, Korean, Japanese, Vietnamese and Easy English.
National Relay Service
If you are deaf or have a hearing or speech impediment, you can call through the National Relay Service:
- TTY users phone 133 677 then ask for 1300 361 911
- Speak and Listen (speech-to-speech relay) users phone 1300 555 727 then ask for 1300 361 911
- Internet relay users connect to the National Relay Service and then ask for 1300 361 911
If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services (TIS). This service is available in over 150 languages and is provided by the Department of Home Affairs. Please let us know if you would like us to arrange this service for you.
You can also access our complaints guide in the following languages:
If you are unhappy with the resolution
If you are not satisfied with the response provided, you have the option to refer your complaint to the relevant external dispute resolution scheme.
We are a member of the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:
- In writing: GPO Box 3, Melbourne VIC 3001
- Telephone: 1800 931 678
- Email: email@example.com
- Website: www.afca.org.au
If your complaint relates to how we handle your personal information you can also contact: