If you have a complaint contact us in the first instance. If we've done wrong, or you're not satisfied in any way, it's important we hear about it so we can make things right.
We'll take your feedback seriously, work with you to address your complaint quickly and aim to find a resolution that's fair and reasonable. In doing so, we will uphold the Bank's complaint handling principles each and every time.
Consumer Data Right
The Consumer Data Right (CDR) legislation was introduced by the Australian Government in August 2019 to allow you to share some of the data we hold about you with accredited organisations. The Bank’s CDR Policy can be found here Open Banking.
If your complaint relates to how we handle your CDR data, including concerns that the data we hold about you is incorrect, please contact us on 13 2221 in the first instance. If you are not satisfied with our response then you can raise a complaint using the process below.
How it works
Gather any supporting documents or records with names, times and dates that will assist our investigation into your complaint
Get in touch to let us know about your complaint. You may need to provide us with your full name, preferred contact details and a description of your complaint and how you’d like it resolved. The quickest way is to call our complaints team or visit your local branch
We'll acknowledge your complaint (generally within 2 business days), give you a reference number and the name and contact details of the person who is handling your complaint
We’ll do what we can to fix your problem, making sure it doesn't occur again for you or anyone else and let you know once we have a resolution
How long will it take?
Most complaints can be resolved on the spot or within days. We'll keep you informed of our progress and if we're unable to resolve your complaint within 21 days we'll tell you that we need more time to investigate.
In the event of a delay and we're unable to provide you with a final response within 45 days, we'll tell you the reason for the delay, give you a date you can expect to hear an outcome and update you monthly.
If you're unhappy with the response
You can lodge a dispute through the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001
You can also contact The Office of the Australian Information Commissioner if your complaint is about your privacy or how we handled your CDR data.
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone 1300 363 992