We're here to help
We strive to provide you with the best customer service and banking experience, but sometimes we get it wrong. That’s why we want to hear from you, our customers, to provide us valuable feedback on what we’re doing well, or what we need to improve on. Your feedback is what will help us continue to improve our services to give our customers a better banking experience.
How to provide feedback
To provide feedback, compliments and complaints:
- Fill in a feedback form
- Email us at email@example.com
- Call us on 1300 654 822 Monday to Friday, 6am to 6pm
- Speak to us in person at one of our branches
National Relay Service
If you’re deaf, have a hearing or speech impairment, the National Relay Service can help you speak with us. You can access this service via any of the below options:
- TTY or voice: call 133 677, then ask for 1300 654 822
- Speak and listen: call 1300 555 727, then ask for 1300 654 822
- SMS relay: text 0423 677 767
If English isn’t your first language you can use the Government’s Translator and Interpretation services, free of charge. You can access the service by calling 131 450.
This service is available in over 150 different languages. Find out how to use this service in common languages below, or visit the TIS National website.
If you have vision impairment, you can request for our complaints guide to be sent to you in a large font size.
The complaints process
Our complaints process is free and we manage all complaints in a fair and timely manner.
After you’ve lodged a complaint with us:
- We’ll aim to acknowledge your complaint within 1 business day, or as soon as practicable.
- Most complaints can be resolved straight away or within days.
- If further investigation is needed, we’ll keep you up-to-date and advise you in writing if we cannot resolve your complaint within 21 calendar days. We’ll provide you with reasons why, an expected timeframe, and information about your right to escalate your complaint to the Australian Financial Complaints Authority.
If you’re unhappy with our response
If you’re unhappy with our resolution, you have a right to take your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA is an external dispute resolution body. They provide a fair and independent complaint resolution service that is free for customers to access.
If you’re unhappy with the way your personal information is being handled, you can lodge a formal complaint by calling us on 1300 654 822 or emailing us at firstname.lastname@example.org. If you’re not satisfied with our response, you can also contact the Office of the Australian Information Commissioner.
You can also download our complaints resolution guide.