We're here to give you the best possible service. Our commitment is to continuously improve our products and services. So if you are unhappy with something we have done or not done, please give us the opportunity to meet your expectations. We want to hear from you so we can work on a resolution with you.
We’ll be in touch
We will acknowledge your concern. This may be done in person or by phone, post or email, as soon as we can after receipt of your feedback.
In most cases, we’ll work out your issue within 24 hours, although this may take a little longer over weekends. If it isn’t a quick issue to resolve, we’ll contact you using your preferred communication method to tell you what we’re doing to sort it out. We will let you know why it is taking longer, what is happening and a date by which we are aiming to get you a response.
Assessing your feedback
If you have registered a complaint, we aim to find a solution using all relevant information and common sense. In making a decision we always consider the following:
- The law;
- Industry codes and guidelines;
- The terms of your agreement with us;
- What is fair; and
- What is the commercially sensible thing to do.
If you need additional assistance
If you are hearing impaired, we can help you seek assistance to relay your conversation.
If English is not your first language and you do not feel comfortable using English to do business with us, we may be able to offer you the services of one of our multilingual employees.
Alternatively, we can arrange to speak to a translator who can be provided by the Department of Immigration and Multicultural and Indigenous Affairs for example. There is a fee from the government for this service. Please refer to the Translating and Interpreting Service (TIS) section of the Department of Immigration and Border Control website at www.immi.gov.au.
Need more options?
If you still feel your issue hasn’t been resolved to your satisfaction, you can contact the Credit and Investments Ombudsman, who will assess the situation objectively based on your and our information, the law, industry codes or guidelines and good banking practice.
You can contact the Credit and Investments Ombudsman by:
1800 138 422
Credit and Investments Ombudsman
PO Box A252
Sydney South, NSW 1235