We work hard to deliver the best banking experience possible to our customers. We value your opinion, so if a product or service does not meet your expectations, we want to know about it.
Our team is here to listen, and ready to help you resolve any complaints or concerns you may have. Plus, your feedback gives us the opportunity to better our products and services, which is something we continually strive to do. So if you have a complaint, concern, suggestion or just wish to give some feedback, please don’t hesitate to get in touch.
When you make a complaint we will:
If we are unable to provide a final response to your complaint within 45 days, we will inform you of the reasons for the delay.
To help us get the best understanding of your concern, we recommend that you:
In most situations, we will be able to resolve the matter for you on the spot. Call us on 138 001 or visit your nearest branch.
If you prefer to put your complaint in writing, you can email or write to us, or complete and return the Complaints, Compliments & Suggestions form.
Phone: 1800 806 645
Mail: Complaints Officer, The Rock, PO Box 562, Rockhampton QLD 4700
If your complaint is complex or needs a detailed investigation, we will make sure that it is referred to the right department promptly and will respond to your complaint as quickly as possible.
If you are not satisfied with our initial response, youcan request the matter be reviewed by a Senior Manager. You can contact us by phone, in writing by mail or email, or in person at your nearest branch. Please let us know your customer number, the reason why you are not satisfied with our initial response and the outcome you are seeking. We will make sure that it is referred straight away to an appropriate Senior Manager for review and a response.
If, despite everyone’s best efforts you remain dissatisfied with our Senior Manager’s response, you may wish to have the matter investigated by someone else. The Financial Ombudsman Service (FOS) offers a free independent dispute resolution service for the Australian banking, insurance and investment industries. You can contact the FOS by:
Phone: 1300 780 808
Fax: 03 9613 6399
Post: GPO Box 3, Melbourne VIC 3001