Contact

Head Office

Level 27
1 Market Street
Sydney NSW Australia 2000

Phone: 131 728
Fax: (02) 9287 0850
Email: info@policebank.com.au
twitter: @PoliceBankAU
BSB: 815 000

 

RediDial / Visa Reporting Line (Stolen and Lost Cards)

Local: 131 728
International: +61 2 9287 0888

Assistance Centre (General Member enquiries)

Phone: 131 728
Fax: (02) 4821 4336
Email: info@policebank.com.au
Operating Hours: Monday to Friday 8am to 6pm

Online Member Services (Loans and Insurance)

Phone: (02) 9287 0884
Fax: (02) 8267 6860
Email: online@policebank.com.au
Operating Hours: Monday to Friday 8am – 5pm


Feedback / Call back

Questions regarding your account, request for more information and technical support.

Fill out my online form.


Branch Locations

Sydney

18 Pelican Street, Surry Hills NSW 2010
Phone: (02) 8268 2500
Eaglenet: 44850
Fax: (02) 9283 2340
Email: sydney@policebank.com.au
Operating hours: Monday to Friday 8.30am to 5pm



Parramatta

110 George Street, Parramatta NSW 2150
Phone: (02) 9841 8200
Eaglenet: 44700
Fax: (02) 9893 8489
Email: parramatta@policebank.com.au
Operating hours: Monday to Friday 8:00am to 5:00pm



Penrith

295 High Street, Penrith 2750
Phone: (02) 4720 5000
Eaglenet: 44750
Fax: (02) 4720 5099
Email: penrith@policebank.com.au
Operating hours: Monday to Friday 8.30am to 5pm



Campbelltown

100 Queen Street, Campbelltown 2560
Phone: (02) 4640 7000
Eaglenet: 88839
Fax: (02) 4620 0139
Email: campbelltown@policebank.com.au
Operating hours: Monday to Friday 8.30am to 5pm
Please note: Coin Facilities not available at this Branch.



Norwest

T1 Building
126/14 Lexington Drive
Bella Vista NSW 2153
Phone: (02) 8814 3000
Eaglenet: 44790
Fax: (02) 8824 3391
Email: norwest@policebank.com.au
Operating hours: Monday to Friday 8:30am to 5pm
Please note: Coin Facilities not available at this Branch.


Newcastle

24 Bolton Street, Newcastle NSW 2300
Phone: (02) 4908 6200
Eaglenet: 44870
Fax: (02) 4926 4241
Email: newcastle@policebank.com.au
Operating hours: Monday to Friday 9am to 5pm



Canberra

Shop 16, Canberra House 40 Marcus Clarke Street,
Canberra ACT 2600
Phone: (02) 6206 7000
Eaglenet: 44860
Fax: (02) 6257 1330
Email: canberra@policebank.com.au
Operating hours: Monday to Friday 9am to 5pm



Goulburn

c/- Police Academy, McDermott Drive, Goulburn NSW 2580
Phone: (02) 4827 1000
Eaglenet: 44730
Fax: (02) 4821 8816
Email: goulburn@policebank.com.au
Operating hours: Monday to Friday 9am to 5pm



Gosford

9 – 11 Mann Street, Gosford NSW 2250
Phone: (02) 4320 0200
Eaglenet: 44880
Fax: (02) 4325 5620
Email: gosford@policebank.com.au
Operating hours: Monday to Friday 9am to 5pm
Please note: This Branch does not offer cash deposits or withdrawals, ATM facilities are available.



Port Macquarie

6-14 Clarence Street, Port Macquarie NSW 2444
Phone: (02) 6582 9900
Eaglenet: 44840
Fax: (02) 6584 5925
Email: portmacq@policebank.com.au
Operating hours: Monday to Friday 8:30am to 5pm



Wollongong

76 Market Street, Wollongong NSW 2500
Phone: (02) 4221 9000
Eaglenet: 44830
Fax: (02) 4227 1198
Email: wollongong@policebank.com.au
Operating hours: Monday to Friday 8:30am to 5pm
Please note: This Branch does not offer cash deposits or withdrawals, ATM facilities are available.



Branch Locations – Customs Bank

Police Bank Members can also access the Customs Bank Branch network. Customs Bank has 3 Branches located in Mascot Canberra and Melbourne.

Customs Bank Mascot Branch

Ground Floor, Customs House
10 Cooks River Drive, Sydney International Airport NSW 2020
Phone: (02) 8335 4200
Fax: (02) 9669 3886
Email: mascot@customsbank.com.au
Operating hours: Monday to Friday 9am to 5pm



Customs Bank Canberra Branch

Lobby, Customs House
5 Constitution Avenue, Canberra ACT 2601
Phone: (02) 6243 8900
Fax: (02) 6248 5665
Email: canberra@customsbank.com.au
Operating hours: Monday to Friday 9am to 5pm
(closed between 12pm – 1pm)
Please note: This Branch does not offer cash deposits or withdrawals, ATM facilities are available.



Customs Bank Melbourne Branch

1010 LaTrobe Street, Docklands, Melbourne VIC 3008
Phone: (03) 9642 1003
Fax: (03) 9670 2316
Email: melbourne@customsbank.com.au
Operating hours: Wednesday to Friday 9am to 5pm
Please note: This Branch does not offer cash deposits or withdrawals, ATM facilities are available.



Compliments and Complaints

Police Bank strives for quality in products and service. We value your feedback, whether it is to compliment us on your experience or to advise us when we didn’t meet your expectations.

If this happens we would like the opportunity to put things right. We believe that by listening to your feedback, we may be able to identify ways to improve our service to you.

Our Complaints Service is free, and does not affect your legal rights. So if you have a complaint, or positive feedback, here’s what to do.

  • Telephone our Police Bank Assistance Centre on 131 728 or
  • Email us at info@policebank.com.au or
  • Complete the Member Complaint/Dispute Resolution Form available for download below, and mail it (no postage stamp required) together with any supporting documents to: Investigating Officer: Police Bank REPLY PAID 63593 Level 27/1 Market Street Sydney NSW 2000

What are the stages when you lodge a complaint?

  • If your complaint is not resolved on the same day, your complaint will be logged into our Complaints Management System.
  • If you lodge the complaint by telephone, the person you are speaking with will try to resolve it, or transfer you to the relevant section.
  • If you lodge the complaint by any other means it will be directed to the relevant section.
  • If the complaint cannot be resolved by the relevant section, it will be referred to an appropriate Manager or you may request that the matter be referred to an Executive Manager.
  • The Manager/Executive Manager will try to resolve the problem immediately however, sometimes it will be necessary to make investigations and you may need to provide us with supporting documentation.
  • If we are not able to settle a complaint immediately we will write to you within two working days of receipt of your complaint, advising you of our procedures for handling complaints/disputes.
  • You will receive a written response within a maximum timeframe of 21 days.
  • By utilising Police Banks’s Internal Dispute Resolution Scheme, you do not waive any rights you may have under the law, or under any contract between you and the Bank. An example, a contract may be a loan, mortgage, a guarantee, conditions of use for a savings account, visa card and redicard.
  • If you use the Internal Dispute Resolution Scheme, you may commence legal proceedings before, after or at the same time as using the Internal Dispute Resolution Scheme.
  • If you are not happy with the response provided, your complaint can be referred to the Police Bank Internal Dispute Resolution Committee for further review.

We expect our internal processes will satisfy your complaint. However if we have not resolved your dispute in 45 days, or you do not agree with our decision, contact can be made with the Financial Ombudsman Service Limited (external dispute resolution scheme) for an external review of the decision made:

Financial Ombudsman Service
GPO Box 3 Melbourne,
Victoria 3001
Phone: 1300 780 808
Fax: (03) 9613 6399
website: www.fos.org.au