Dispute Resolution

Why does the Greater have an Internal Dispute Resolution Policy?

The Greater's Internal Dispute Resolution Policy (IDR Policy) incorporates the standards and requirements prescribed by the Corporations Act 2001 and Regulatory Guide 165 (RG 165) issued by ASIC. It also incorporates the requirements of the Electronic Funds Transfer Code of Conduct (EFT Code of Conduct) and the relevant Australian Standard on Dispute resolution.

By documenting our IDR policy in this way, we aim to ensure our staff:

  • understand and comply with the IDR procedures; and
  • promote accountability and transparency of the IDR policy.

A copy of the EFT Code of Conduct may be obtained from the ASIC website or by contacting us.

How do you make a complaint?

The Greater's IDR Policy covers all complaints about our products or services. This includes complaints about the marketing, advertising, supply (or refusal to supply) or sale of our products or services; or the conduct of or representations made by our employees or agents in relation to those products and services.

A complaint can be made by telephone, in person or in writing. A "Feedback Form" is available below and also from any one of our branches.

If a complaint is made in writing all responses will also be in writing.

IDR Feedback Form

To read and print this form you need Adobe Acrobat Reader installed on your computer. If you do not have Acrobat Reader installed, you can download it here.

How do you contact us?

A complaint can be made by contacting us in any of the following ways:
Email:

webenquiry@greater.com.au
Telephone: 1300 651 400
Facsimile: 02 49219 112
Mail: Customer Service Manager
PO Box 173
Hamilton NSW 2303

What are the time limits for responding to complaints?

If all the relevant information has been received by us, then we will, within 21 days of receipt of a complaint, either:

  • complete the investigation; or
  • advise you of the need for more time to complete our investigation.

Unless there are exceptional circumstances, we should complete our investigation within 45 days of receipt of the complaint.

What happens if the complaint is not resolved within 45 days?

If we are unable to resolve the complaint within 45 days although all the relevant information has been received by us, we will:

  • inform you of the reasons for the delay;
  • provide you with monthly updates on progress with the complaint; and
  • specify a date when a decision can reasonably be expected.

What happens next?

When we have completed our investigation of your complaint, we will advise you, in writing, of the outcome of the investigation.

If the outcome is not in your favour, we will advise you of the reasons for our determination (referring, where appropriate, to the relevant terms and conditions of the product or applicable legislative provisions, codes, standards or procedures).

If you are not happy with our decision is there an appeal process available?

If you are unhappy with our response to your complaint in the first instance you are able to apply to have your complaint reviewed by our Disputes Committee. In such cases the Disputes Committee will be constituted by senior members of Greater staff other than the person making the determination in the first instance.

In cases where the original complaint was determined by the Disputes Committee or the Chief Executive Officer (because of the size of any compensation sought) the complainant is to be advised that this decision is final and that if they require the complaint to be reviewed they may refer their complaint to the Greater's External Dispute Resolution Scheme.

When can a complaint be referred to the External Dispute Resolution (EDR) Scheme?

A complaint can only be referred to the EDR scheme after it has been fully considered under the Greater's IDR Policy.

Consequently, when we have completed our investigation of your complaint, we will advise you, in writing, of the outcome of the investigation.

If the outcome is not in your favour, we will:

  • advise you of the reasons for our determination (referring, where appropriate, to the relevant terms and conditions of the product or applicable legislative provisions, codes, standards or procedures); and
  • advise you that the complaint may be referred to the EDR scheme and provide you with the contact and other details of that scheme necessary to progress with such complaint.

An application form may be obtained from our branches or our website or from the Credit Ombudsman Service (COSL) website.

How do you contact COSL?

The contact details for the EDR scheme are:
Internet: www.creditombudsman.com.au
Telephone: 1800 138 422
Facsimile: 02 92 738 440
Mail: PO Box A252
Sydney South NSW 1235