We take pride in providing great service to our customers. However, we know sometimes things don’t always work out the way they should. Because we want to continuously improve the service we provide, it’s important to know not only when we delight you but also when we disappoint you.
For this reason, your feedback, whether positive or negative, is always encouraged because we are committed to providing our members with the best service experience possible.
You can contact us in any of the following ways:
P.O. Box 3004
Logan City QLD 4114
In the first instance, we will attempt to resolve your problem right away. If this is not possible, we will let you know and will do our best to resolve it within 5 working days. If we still need more time we will advise you and keep you informed of our progress.
Download the Complaints and Compliment Guide for more information.
Need another option?
We genuinely want all our members to have an exceptional banking experience and will try to remedy any concerns you have to alleviate the need for you to go to an External Dispute Resolution body. In fact, the Australian Financial Complaints Authority and Financial Ombudsman Service will encourage you to resolve the issue with us first. However, if you are not happy with the resolution provided to you in the previous instances you can refer your complaint externally to:
For disputes lodged before 1 November 2018:
Financial Ombudsman Service Australia
Phone: 1800 367 287
Mail: Financial Ombudsman Service Limited GPO Box 3 Melbourne VIC 3001; or
For disputes lodged on or after 1 November 2018:
Australian Financial Complaints Authority
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
FOS and AFCA are a free service set up to help you resolve your disputes. They are impartial bodies who are totally independent, and we agree to accept their determination as final.