While we strive to offer our customers exceptional service we recognise that sometimes things don’t go as well as they should. We really appreciate it when our customers let us know if we fall short, so we can resolve the problem and ensure a better customer experience next time.
We believe customer feedback is an opportunity to improve what we do and how we do it. So please, if we have fallen short of your expectations, or if we’ve far exceeded them, please let us know!
What happens next?
When the complaint is received by phone or in one of our branches, we will try to resolve your complaint immediately. Where this is not possible, we will let you know who will be handling your complaint, their contact details, and the expected resolution date.
If we receive complaints via mail, email, website or fax, we will acknowledge your complaint within 48 business hours. We may do this by phone, post or email and we will advise you of the name and contact details of the person handling your complaint.
We can usually resolve your complaint within 5 business days. If your complaint is particularly complex or we need to investigate with other areas of the bank and therefore more time is required, we will advise you of the expected resolution date and keep you updated on our progress.
Our philosophy for dealing with your complaints
We aim to find a fair solution to your complaint using all relevant information and common sense. We will act fairly and reasonably towards you in a consistent and ethical manner. In doing so, we will consider your conduct, our conduct and the contract between us. This may mean that during the course of our investigation further information may be requested from you to assist with our consideration.
What if you remain unsatisfied?
In the unlikely event that you remain dissatisfied with the outcome, and your complaint has not been previously reviewed by our dedicated Customer Relations team you may contact our team by;
- Telephone (1800 663 080)
- Email complaints
- Fax (+61 7 3067 9315)
- Mail to Customer Relations, Reply Paid, 2258, Brisbane QLD 4001
If you do not agree with the terms of our decision or handling of your complaint, you can contact the Australian Financial Complaints Authority (AFCA) who will complete an independent review of our decision. AFCA can be contacted by phone on 1800 931 678 or visit their website www.afca.org.au.
Some questions you might have
Is there a time limit on making complaints?
For some types of complaints time limits do apply so the sooner you inform us of a problem, the easier it will be to resolve. This is especially important when complaints involve electronic banking.
Is there a cost involved in making a complaint?
No. Our complaint resolution process is provided free of charge to you.
Will the information I provide be kept confidential?
Yes. It is protected by the same confidentiality and privacy standards that protect all of your banking and personal information provided to and held by us.
Can someone else make a complaint on my behalf?
Yes. However, you will need to provide us with your written confirmation that you have authorised another person to lodge the complaint and to negotiate a resolution on your behalf.
If you are experiencing financial difficulties
If you are concerned about your financial position and feel that you are struggling or may struggle to meet your financial commitments, we may be able to assist you.
We have a dedicated Hardship Team which is there to assist customers who are experiencing difficulty in meeting their financial commitments, whether those commitments are in respect of a credit card, a personal/car loan or a home loan.
Find out more at our Financial Hardship Assistance page.