Complaints and dispute resolution
At Bank Australia we understand you may not be entirely satisfied with how we resolve an issue that concerns you. We do our best, but sometimes it may just not be enough. So, we want to be sure you know what to do if you still feel dissatisfied with the way we have responded to your concern.
We take all customer complaints seriously. We encourage customers to access our complaints and dispute resolution service.
This service means:
- you have a way of getting your concerns fixed
- our directors and senior management are aware of what worries you
- we have an opportunity to improve how we operate, and our products and services.
Free of charge
We do not charge for our Complaints and Dispute Resolution service.
We may charge for copies of past transactions or archived documents. The charges are included in our Fees, Charges and Transaction Limits Schedule . We may refund charges if the bank has made an error.
What is a complaint?
A complaint is a spoken or written expression of your dissatisfaction with Bank Australia. It may even be about how we handle a complaint.
What is a dispute?
A dispute arises when you are not happy with our response to a complaint.
Things you should know
1. You do not have to use our internal service for resolving complaints and disputes. But we encourage you to use the service because:
- we would try to resolve your dissatisfaction quickly, conveniently and at no cost to you
- we’re sure you agree that a quick, mutually agreed outcome to your complaint is the best result for everyone
- you would be giving us an early opportunity to fix any internal problems that we may have
- we would treat your complaint fairly, confidentially and quickly
- if we don’t help you enough, you can still seek an external way of resolving the dispute.
2. If you use our internal service, you may still begin legal proceedings before, after or at the same time.
3. Our internal complaint and dispute resolution service is not a waiver of our rights under the law, or under any contract between you and Bank Australia. An example of a contract between you and Bank Australia is the Account and Access Facility Conditions of Use.
4. This information is not a contract between us and you, and it is not enforceable against Bank Australia.
5. Our contract is outlined in the Complaints Conditions of Use, which form part of the Account and Access Facility Conditions of Use. You agree to those conditions when applying to join Bank Australia, and you can find them on bankaust.com.au or on request. Please visit our fine print page to review terms and conditions.
How we fix things
Step 1: Understand your complaint
We can often easily fix a complaint as soon as we know about it. You can talk with our staff over the counter, by telephone or by letter, fax or email.
If a staff member does not have the authority or experience to handle the matter, they will refer it to a more senior or experienced person.
In most cases, we can deal with a complaint promptly.
Step 2: Record your complaint
We record all complaints and disputes in our electronic Complaints and Disputes Register. If you speak with a staff member, they will register your complaint/dispute. The staff member may read the details back to you so you can let us know whether we have the correct information.
If we cannot fix a complaint immediately, we may ask you some extra questions to gather information for Bank Australia management to properly investigate.
Step 3: Resolve your complaint
If a manager cannot resolve your complaint or dispute, we will invite you to write to the Bank Australia Managing Director to review the matter.
If you are not satisfied with the Managing Director’s review, you can use external dispute resolution services that we will help you contact.
Step 4: Investigate a dispute
We know an independent investigation process is important. We have appointed a senior staff member as our registered Disputes Officer, to investigate disputes and decide on each matter. You can contact our Disputes Officer if:
(a) you feel uncomfortable dealing with the manager responsible for fixing your complaint
(b) you are not satisfied with a manager’s response to your complaint or with their conduct
(c) you feel your complaint should be investigated in confidence, without staff being responsible for the bank’s response.
Talk to us 03 9854 4801
Fax 03 9854 4866
Email us firstname.lastname@example.org
Mailing something? Bank Australia, Complaints and Dispute Resolution, Private Bag 12, Kew Vic 3101
Step 5: Inform you of the dispute outcome
We can usually tell you a dispute outcome in writing within 21 days. If we are delayed, we will tell you about the delay, why it occurred, and when we expect an outcome.
We expect to give a decision on most matters within 45 days.
Step 6: Use an external dispute resolution
If our best efforts are not enough, you have access (free of charge) to independent, registered services for resolving disputes. When we tell you about a dispute outcome, or if we can’t fix a complaint within an acceptable time, we will explain how you can access these services.
Financial Ombudsman Service (FOS)
This free and impartial service deals with disputes about Bank Australia products or services that you use or purchase. It looks at matters such as:
- withdrawal or deposit errors
- unauthorised transactions
- ATM or EFTPOS malfunctions
- domestic insurance complaints
- incorrect application of fees and charges
- delays and other contractual issues
- any other breach of the Customer Owned Banking Code of Practice or the ePayments Code (including complaints about disclosure, account closure and the dispute resolution process).
Before the Financial Ombudsman Service can investigate your complaint, you generally need to have provided us with a chance to address the complaint.
For complaints about financial planning advice and sales of financial or investment products, please contact Shadforth Financial Group on 1300 308 440 before you contact the Financial Ombudsman Service.
Office of the Australian Information Commissioner
If you believe the bank has compromised your privacy or breached the Privacy Act, you will find free and impartial help from the Office of the Australian Information Commissioner.
Private Health Insurance Ombudsman
For complaints about private health insurance, please contact the Private Health Insurance Ombudsman:
Step 7: Fix how we do things in future
Once a dispute is closed, we update our Complaints and Dispute Register with the result. In response, we may change how we think and how we work, and we may counsel or train our staff.