When we receive a complaint
We take each complaint seriously, and will work with you to find an outcome that is fair and which meets our obligations
under the law.
If we cannot resolve your concern on the spot (or we receive your complaint through our website or by letter), the complaint is
escalated to our Internal Dispute Resolution Officer for review and investigation.
You can expect a call soon after to discuss your concern in more detail, and agree on the best way to resolve the complaint.
How we assess a complaint
We focus on fairness and common sense. We will always review the information available to us, to determine what went wrong and to make a decision that considers:
- the impact on you as our customer;
- the law, good banking practice, and any applicable industry codes, guidelines or standards; and
- commercially sensible outcomes.
We promise to stay in touch
We aim to resolve your complaint as quickly as possible, and will ensure we stay in contact during all stages of the complaint.
We may do this by contacting you by phone, or providing a written update.
For complex concerns, we may need some extra time.
If we have not been able to resolve your complaint within 21 days, we will write to you and advise of the reason for delay, and
provide the contact details to escalate your concern to an external dispute resolution scheme (if you choose).
On the rare occasion that the complaint can’t be resolved by 45 days, we will write to you again.
For any complaint that is resolved after 5 days (or if you request it), we will provide to you in writing the outcome and
resolution of the complaint for your records. We will always provide a written response if your complaint relates to hardship.