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.

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’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.

Customer Feedback Form

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.

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
www.cosl.com.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.