Our IDR process ensures our staff understand and comply with IDR procedures and promote accountability and transparency of the IDR process. Our IDR process incorporates the standards and requirements prescribed by the Corporations Act 2001 and ASIC Regulatory Guide 271 (RG 271) issued by the Australian Securities and Investments Commission (ASIC). It also incorporates the requirements of the Privacy Act, Australia Standards ISO 10002-2014 and the ePayments Code. A copy of the ePayments Code may be obtained from the ASIC website or by contacting us.
We are also a member of COBA and comply with the Customer Owned Banking Code of Practice. This code gives our customers the confidence of knowing they are covered by an industry commitment to fair and responsible banking. For further information about the Customer Owned Code of Practice, visit the COBA website.
Provided you have given us all the relevant information we require, within 16 days of receipt of your complaint we will 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 30 days of receipt of your complaint.
If we are unable to resolve your complaint within 30 days (even if we have received all the relevant information relating to your complaint), we will:
- Inform you of the reasons for the delay;
- Provide you with monthly updates on the progress of you complaint;
- Specify a date when a decision can reasonably be expected; and
- Provide you with contact details of the Australian Financial Complaints Authority (AFCA)
When we have completed our investigation of your complaint, we will advise you 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 application legislative provisions, codes, standards or procedures).
If you are unhappy with our response to your complaint in the first instance, your complaint will be reviewed by our Internal Disputes Resolution Committee.
A complaint can be referred to the External Dispute Resolution scheme, however the EDR scheme may still refer the matter to us to be fully considered under our internal dispute resolution process. After 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). We will also advise you that the complaint may be referred to the External Dispute Resolution scheme and provide you with the contact and other details of that scheme necessary to progress with such complaint.
Who can you complain to?
Australian Financial Complaints Authority
Office of the Australian Information Commissioner