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Compliments and Complaints
Whatever your feedback, we want to hear from you.
Compliments
We'd love to hear a positive experience you've had with any of our team members, or if you've enjoyed one of our products. Submit a compliment below.
Complaints
We always strive to provide our customers with the best products and services. But we also recognise that sometimes things don’t work out as they should.
If you’ve had a negative experience and you’re not happy with our products, services, staff, complaint handling process, or how we handle your Consumer Data Rights (CDR data) let us know about it by submitting a feedback form below and selecting ‘Complaint’.
Alternatively, you can call us on 13 95 00 (Mon - Fri, 9.00am - 5pm AEST)
If calling from overseas: +61 2 8262 9191 (Mon - Fri, 9am - 5pm AEST)
or by mailing us at Customer Complaints:
GPO Box 4288 Sydney NSW 2001.
Or In Person at your local branch during the branch opening hours
How does it work?
Tell us about your experience. If you have any supporting documents or information about the incident, please send these with your complaint.
We’ll aim to resolve every incident as quickly as possible, preferably on the spot or within a few business days. However, complex matters will take a longer period to resolve.
If we have not resolved your complaint quickly, we’ll provide you with an acknowledgement of your complaint within 1 business day of receiving the complaint. We’ll also provide you with a reference/contact details of the staff member handling your complaint as soon as we can.
We will conduct an investigation and respond as soon as practicable but within the following prescribed regulatory timeframes:
- Within 30 days of receiving your complaint; or
- Within 21 days for Credit-related complaints involving default notices.
If we need more time or more information, we’ll let you know and keep you updated.
When we have completed our investigation, we will provide you with a written response, which will include:
- the outcome of our investigation of your complaint; and
-
your right to take your complaint to our external dispute resolution provider, and provide you with the contact details of this provider.
If the matter relates to a disputed card transaction or BPay, please complete a Cards & BPAY Transaction Dispute’.
If the matter relates to an Internet Banking Transaction Dispute, please complete an ‘Internet Banking Transaction Dispute’.
Further assistance is available at any branch or by calling (13 95 00).
Your personal information is collected in accordance with our Privacy Policy so we can address your feedback or complaint.
If you are submitting a complaint on behalf of another person, we may validate the relevant authority held or given. Depending on your complaint, we may also need to collect some sensitive information, such as circumstances where you may be a vulnerable customer. This will assist us to deal with your complaint. By submitting your complaint you consent to the collection and handling of sensitive information you have chosen to provide to assist us to deal with your complaint.
External Dispute Resolution
If you’re not happy with the outcome of our internal dispute resolution procedure, you can lodge a further complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides a fair and independent financial services external dispute resolution scheme that’s available to our customers free of charge.
Please note that specific monetary limits apply and only certain types of complaints can be investigated by AFCA. For further details regarding complaints that can be considered by AFCA please refer to the AFCA website.
You can find out more and contact AFCA through the following channels:
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time restrictions may apply to complaints you lodge with AFCA. To have your matter resolved in a timely manner, engage their services promptly or consult the AFCA website to find out if there are any time restrictions relevant to your circumstances.