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Planned Maintenance: On Sunday 8 December, we will have a planned outage from 3.30am to 8am (AEDT).The outage will affect internet banking, our app, phone banking and people who want to apply for a Bank Australia account or home loan. View details

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At Bank Australia we understand you may not be entirely satisfied with how we resolve an issue that concerns you. We do our best, but sometimes it may just not be enough. So, we want to be sure you know what to do if you still feel dissatisfied with the way we have responded to your concern.

We take all customer complaints seriously. We encourage customers to access our complaints and dispute resolution service.

Steps to resolve complaints and disputes

Step 1: Register your complaint

We can often easily fix a complaint as soon as we know about it.

You can talk with our staff over the counter or by telephone or register your complaint online or by letter.

Talk to someone: 132 888
Website: Contact us
Mailing something? Bank Australia, Private Bag 12, Kew VIC 3101.

Step 2: Escalate to the Resolution Team

If you feel your complaint has not been satisfactorily resolved you can ask for the matter to be referred to our Resolution Team. 

We know an independent review and investigation process is important. 

We have established a Resolution Team to independently investigate complaints and decide on each matter. 

You can contact the Resolution Team if: 

(a) your complaint has not been satisfactorily resolved within 5 business days
(b) you feel uncomfortable dealing with the manager responsible for fixing your complaint
(c) you are not satisfied with a manager’s response to your complaint or with their conduct
(d) you feel your complaint should be investigated in confidence, without specified staff being responsible for the bank’s response.

Talk to us: 132 888 and ask to be referred to the Resolution Team
Website: Contact us
Mailing something? Bank Australia, Resolution Team, Private Bag 12, Kew Vic 3101

Step 3: External Dispute Resolution

If a complaint has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: [email protected]
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If you lodge a complaint at AFCA, it will generally refer your complaint back to us. Approaching us directly should result in a quicker resolution.

Get in touch

Call 132 888

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