About Us

Feedback, Complaints and Dispute Resolution

If we have done something really well, if we haven’t met your expectations in some way or if you have a complaint about a product, service, or the conduct of our staff or agents please tell us. We want your feedback so we can continue to improve our products and services and in turn improve your experiences with us.

Providing feedback or making a complaint

You can provide feedback or make a complaint by telling a staff member or by using our Feedback Form.

If your branch manager or the staff member you have been speaking to can’t resolve your complaint ask them to take it further for you, or you can contact our Customer Service Manager. We will let you know in writing of the outcome of our investigation and the reasons for our decision.

Email: webenquiry@greater.com.au
Telephone: 1300 651 400
Facsimile: 02 4921 9112
Mail: Customer Service Manager
PO Box 173
Hamilton NSW 2303

What are the time limits for responding to complaints?

We aim to complete an investigation of all complaints within 21 days, provided we have received all the relevant information. Sometimes we may need a little extra time but we will contact you within 21 days. Unless there are exceptional circumstances we should complete an investigation within 45 days of receiving a complaint. If we can’t 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 you can expect a decision.

If you are not happy with our decision

In the unlikely event that we are not able to satisfy your complaint you can ask our Disputes Committee to review it. If you are still not satisfied we will provide you with contact details for relevant external appeal schemes.
The Greater is a member of the Credit Ombudsman Service which offers an impartial dispute resolution service as an alternative to legal proceedings for resolving complaints with a participating financial service provider.

Credit Ombudsman Service
PO Box A252, Sydney South NSW 1235
Ph: 1800 138 422
Fax: 02 92 738 440

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