Transaction Account
Savings Accounts
Term Deposits
Internet Banking
Mobile Banking App
Find a Branch
Bank@Post
Overseas Transfer / Currency
ATMs
eStatements
We’re here for our own – and we’re here to listen
If something hasn’t gone right, we want to know. We’ll work with you to understand the issue and put things right.
✓ Free to make a complaint
✓ Easy and accessible
✓ Fair, respectful and transparent
Our commitment to you
We’re committed to doing the right thing by our members and we strive to provide the best banking experience but sometimes we fall short. When that happens, we want to know and one way is through making a complaint.
A complaint is when you tell us you’re unhappy about:
- A product or service
- A decision we’ve made
- How you’ve been treated
- How we handled a previous issue
If you expect a response or resolution, it’s a complaint.
How to make a complaint
You can contact us in the way that suits you best:
What to include
To help us resolve your complaint faster, please include:
- Your name and contact details
- What happened
- What outcome you’re looking for
- Any supporting documents
What happens next
Timeframes
We aim to resolve complaints quickly:
- Many are resolved straight away
- Final responses are provided within 21 days
If we need more time:
- We’ll explain why
- Provide a new timeframe
- Keep you updated
Urgent complaints
(e.g. financial hardship)
If your complaint relates to financial hardship or urgent matters, we will prioritise it and respond as quickly as possible.
Please contact us on 131 728 and advise our staff so we can provide support. This would be so we can ensure it gets to the right team promptly.
How we communicate with you
We’ll contact you using your preferred method (phone, email, or letter).
If your complaint is not resolved in your favour, we will provide a written response that includes:
- The reasons for our decision
- The information we relied on
- Your right to escalate the complaint
Your privacy and how we handle your information
Your privacy is important to us.
How we use your information
We collect and use your information to:
- Investigate your complaint
- Contact you
- Work towards a fair outcome
- Improve our services
How we protect your information
We will:
- Keep your information secure
- Only share it with relevant parties
- Follow Australian privacy laws and our Privacy Policy
Sharing your information
We may share your information with:
- Service providers
- Other organisations involved in resolving your complaint
- External bodies like AFCA, if required
Privacy complaints
If your complaint is about your personal information, we will:
- Investigate the issue
- Explain what happened
- Provide an outcome
Office of the Australian Information Commissioner (OAIC)
www.oaic.gov.au
1300 363 992
Your rights
You can:
- Access your personal information
- Request corrections
- Raise concerns about how your data is used
Not satisfied with the outcome?
If you’re not happy with our response, you can contact:
Australian Financial Complaints Authority (AFCA)
Free, independent dispute resolution
- Website: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678
- Mail: GPO Box 3, Melbourne VIC 3001
We will always provide these details in our response.
Extra support and accessibility
We’re committed to making this process accessible to everyone.
We provide:
- Interpreter services (TIS)
- National Relay Service support
- Accessible formats (large print, digital formats)
- Support from a representative (with your permission)
Our commitment
We will:
- Treat you with respect
- Handle your complaint fairly and quickly
- Keep you informed
- Work to resolve issues
- Never charge you for making a complaint