FAQs
Greater Bank is undertaking work to enhance the clarity of how certain fees are described to customers. While this work is underway, we have chosen to refund affected fees as a goodwill gesture.
The communication you received from us will outline how and when your payment will be made, alternatively it will advise that we require payment instructions for you.
To provide payment instructions, you can call us on 13 13 86.
No, this does not apply to all Greater Bank Home Loan customers. We will communicate to all customers who were impacted.
The Establishment Fee was charged in line with your contract. However, we identified an opportunity to improve how this fee is described and explained.
As a result, we are:
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Refunding affected fees as a goodwill gesture; and
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Progressing improvements to how fee information is described and presented in the future.
If you no longer hold an account with us, you can call us on 13 13 86 or visit your local branch to provide alternate bank account details. We’ll use these details to make the payment to you. If we don’t hear from you by 31 of May 2026, a cheque will be sent to the address we have on file.
You can either:
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Call us on 13 13 86, or
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Visit your local branch and speak with a team member.
Your payment amount includes the original fee amount plus a compensation amount on top of the refunded fee amount, calculated at the Reserve Bank of Australia Official Cash Rate plus 6% per annum.
If the impacted loan has been closed and was in your name only, we will not automatically credit the payment. You will need to provide payment instructions by calling us on 13 13 86, or we will issue a cheque.
We are processing payments as soon as possible. If you hold an eligible Greater Bank account, you can expect to receive your payment by May 2026. Otherwise, we will process your payment promptly once we receive your payment instructions.
The payment will not be classified as interest. We encourage you talk to your financial and/or tax advisor to discuss whether this refund may have any tax implications or affect any government benefits or subsidies you may currently be receiving.
You can call us on 13 13 86 or visit your local branch for more information.
You can contact us to raise your compliment, complaint or feedback using any of the following:
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App/Online Banking: log in and send us a secure message.
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Phone: 13 13 86
Open 8am – 6pm Monday to Friday, 8am – 1pm Saturday. -
From overseas: +61 2 4921 9111
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Post: Customer Relations
PO Box 173 HAMILTON NSW 2303 -
In person: Visit your nearest Greater Bank branch. Locate your nearest branch here or call 13 13 86.
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Email: customervoice@greater.com.au
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Online: By using our complaints form here.
No, the refund (inclusive of compensation) reduces your loan balance rather than being available to redraw.