We are committed to providing you with great customer service, products and facilities. If you have any concerns, please let us know.
If you have any concerns about a particular product or service, we encourage you to speak to the team member who provided the initial service or alternatively you can lodge a complaint in the following ways:
If you raise an issue with us, we'll address it as quickly as possible. In fact, most complaints are resolved within one business day. In nearly all cases, you can expect your concern to be resolved within five business days. If it takes us longer than five days to resolve or investigate, we'll ensure you're regularly updated.
If there is still a problem, we can refer your complaint to Auswide Bank's Internal Dispute Resolution Process. This process is in compliance with the Corporations Act 2001 & the National Consumer Credit Protection Act 2009, Australian Securities and Investment Commissions Regulatory Guide 271 and AS ISO 10002-2006.
If your complaint has been referred to our Internal Dispute Resolution Process, you may be asked to put your concerns in writing.
If you have requested us to review your complaint through our Internal Dispute Resolution process, you may be advised to put your complaint in writing. We will acknowledge your complaint within 24 hours or one business day of receipt of your complaint.
We will aim to respond to your complaint within 30 calendar days of receipt of your complaint, however there are some complaints which may take up to 45 days to review and respond to. We will endeavour to keep you updated as to the progress and will notify you in writing of the outcome of our review.
If you remain dissatisfied with our review of your complaint or the way which it was handled you may refer your complaint to the External Dispute
Resolution provider to which Auswide Bank is a member.
We are committed to resolving all problems or complaints in a reasonable timeframe. If you feel your complaint remains unresolved or you’re not satisfied with our response, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), the dispute resolution scheme for financial services, which Auswide Bank is a member.
This is a free service through the Australian Financial Complaints Authority (AFCA), which provides you an independent way of resolving a complaint that we’re not able to resolve together. AFCA can be contacted by:
- Submitting your complaint online at www.afca.org.au
- Email - info@afca.org.au
- Phoning 1800 931 678 (Mon – Fri: 9:00am-5.00pm AEST/AEDT)
- Writing to AFCA Service Complaints, Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
If your complaint relates to a privacy matter and isn’t resolved to your satisfaction, you may lodge a complaint in accordance with our External Dispute Resolution procedures.
Alternatively, you may make an application to the Office of the Australian Information Commissioner (OAIC) to have the complaint heard and determined.
The OAIC contact details are:
- Online www.oaic.gov.au
- Email enquiries@oaic.gov.au
- Phone 1300 363 992 or + 61 2 9284 9749 when calling from outside Australia
- Post Office of the Australian Information Commissioner GPO Box 5218, Sydney NSW 2001
- Fax +61 2 9284 9666
Have some questions?
We’re here to help.
