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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, let us know about it by submitting a feedback form below.
Alternatively, you can call us on 13 95 00 (Mon – Fri 9:30m – 5pm AEST) or by mailing us at GPO Box 4288, Sydney NSW 2001.
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 send you an acknowledgement of your complaint within 5 business days and provide you with a reference number and contact details of the staff member handling your complaint.
- We will try to resolve your complaint within 21 days. If we need more time or more information, we’ll let you know.
If the matter relates to a disputed card transaction, please complete an ‘Electronic Transaction Dispute’ form, available at any branch or by calling (13 95 00).
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.