We’ll acknowledge your complaint
Most complaints can be resolved on the spot or within a few days.
We will acknowledge your complaint (generally by the next business day), give you a reference number, and let you know the name and contact details of the person who’s handling it as soon as we can.
We’ll assess the information we have and investigate the issues
Our staff members are trained to promptly deal with any member concerns in a courteous and efficient manner. Often problems relate to misunderstandings about products, services, or terms and conditions and can be resolved immediately. However, if this is not possible, your issue will be referred to one of our Complaints Officers. We’ll assess the information you give us, investigate the issues and work with you to find a fair solution.
We’ll let you know about our progress at least every 10 business days, unless it is resolved earlier or you agree to a different timeframe.
We’ll work with you to find a fair outcome
We’ll aim to provide a final response to your complaint as quickly as we can. If we're unable to do this within 30 days, we'll tell you the reason for the delay, give you a date you can expect to hear an outcome and continue to update you on our progress.
If your complaint relates to electronic payments (including ATM, EFTPOS, credit card transactions, online payments and BPAY) we’ll aim to respond within 21 days. If we’re unable to respond in time, we’ll let you know why.