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Feedback, Complaints and Dispute Resolution

If we've 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 we’d love to hear from you.

We love your feedback as it's the most effective way for us to learn, helping us continue to improve our products and services and in turn improve your experiences with us.

Get in touch in a way that suits you

Giving Feedback

Your feedback helps us maintain a high standard of service and provide products and services that satisfy your needs. If you have a suggestion about how we can improve, please let us know.

Giving a compliment

If you compliment a staff member or team, or a product or service, we pass your feedback onto the appropriate person so that our staff and our products are recognised the way they should be.

Making a Complaint

We want to hear from you if you are unhappy with a product or service, or we do not meet your expectations. We accept that sometimes we can get things wrong and when this happens our team is ready to help resolve the problem.

Talk to us

To help us help you, contact us as soon as possible for assistance with your complaint and let us know how you would like your complaint to be resolved. You can also assist us by gathering any supporting information and keeping detailed records of letters, names, times and dates relating to your complaint.

Greater Bank’s Internal Dispute Resolution (IDR) Procedure covers all complaints relating to our products and services including; marketing, advertising, supply (or refusal to supply) or sale of our products or services, and the conduct of or representations made by our employees or agents in relation to those products and services.

When you make a complaint we do everything we can to come to a resolution at your first point of contact with us. Most complaints are resolved within a few days and during the process we will keep you informed of progress and provide contact details so that you can follow up if you wish.

If you are not satiated with the initial result, an independent review of your complaint will be undertaken by our Internal Disputes Resolution Committee.

If we are unable to provide a final response to your complaint within 30 days, we will inform you of the reasons for the delay and how to contact the relevant external dispute resolution scheme should you wish.

If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, the Australian Financial Complaints Authority (AFCA) helps individuals and small business customers resolve problems and disputes with their financial institution.

Australian Financial Complaints Authority, GPO Box 3,
Melbourne VIC 3001.

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Your questions answered

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

When you contact us we might record your telephone conversation and/or make notes about your contact. Any information that we record regarding your contact is subject to our Privacy Policy. We will also keep a record of your complaint.

 

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