Feel free to drop us a line via email around the clock
Our Customer Service Centre is operational from Monday to Friday 8:00am to 5:30pmand Saturday 8:00am to 1:00pm AEST.
If you are writing outside of these hours, a friendly member of staff will respond during the next business day.
Feedback & Complaints
When you talk, we listen
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 as it suits you
You can send us an email to webenquiry@greater.com.au
- Give us a call on 1300 651 400
- Send us a fax on (02) 4921 9112
- Post your feedback/complaint to the below address:
Customer Service Manager PO Box 173 Hamilton NSW 2303
Our commitment to you
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 if this is the case, we will let you know within 21 days.
Unless there are exceptional circumstances we should complete an investigation within 45 days of receiving a complaint. If we’re unable to process a complaint within 45 days, we will:
- inform you of the reasons for the delay
- provide you with monthly updates on progress with the complaint
- specify a date when you can expect a decision.
If you're unhappy with our decision
In the unlikely event that we’re unable to provide a satisfactory response to your complaint, you can ask our Disputes Committee to review it. If you’re still not satisfied we will provide you with contact details for relevant external appeal schemes.
Greater Bank is a member of the Credit & Investments 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 & Investments Ombudsman
PO Box A252, Sydney South NSW 1235
Ph: 1800 138 422
Fax: 02 92 738 440
www.cio.org.au
A copy of the ePayments Code of Conduct may be obtained from the ASIC website or by contacting us via your method of choice.
Give us your feedback
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’ve been speaking to isn’t able to resolve your complaint, you can ask them to progress your complaint, or you can contact our Customer Service Manager.
We’ll let you know in writing of the outcome of our investigation and the reasons for our decision.
Mobile Lenders
Need to speak to a Greater Bank Lender but can't make it into a branch during office hours? We understand - between work and family free time can be fairly stretched!
Why not arrange for one of our expert lenders to come to you, at a time and place that fits in around your schedule? See below for our current areas of operation for Mobile Lenders:
Allan Ritchie
Phone: 0419 629 537
Area: Illawarra, Southern Highlands and MacArthur
