Complaint Resolution

We are committed to resolving all problems or complaints.

We are committed to providing you with outstanding customer service, products and facilities.

If you believe that we have not delivered in any one particular area we would like to hear your comments.

Complaints are an important part of maintaining and improving our standards.

What should you do if you have a complaint?

If you have any complaints regarding service or products, please contact the person/s who provided your initial service.

If your complaint is not resolved to your satisfaction or you do not wish to contact the person/s who provided this service to you, you can contact the branch senior customer service consultant or the regional manager or our Head Office in Bundaberg.

If your complaint continues to be unresolved contact us by email.

Alternatively you may talk directly to the relevant manager at our Head office:

Telephone: 1300 138 831
Email: auswide@auswidebank.com.au
Writing to us at: Head of Banking Services
Auswide Bank Ltd
16-20 Barolin Street; or
PO Box 1063
Bundaberg Qld 4670

How long will it take?

If you raise an issue with us, we'll address it as quickly as possible. In fact, most complaints are resolved within one business day. In nearly all cases, you can expect your concern to be resolved within five business days. In the event it takes us longer than five days to resolve or investigate, we'll ensure that you're regularly updated.

What do you do if your complaint cannot be resolved?

It is expected that most complaints and problems can be solved on the spot by simply talking to the people that provided you with your initial service or by contacting the relevant manager at our Head Office.

If there is still a problem, we can refer your complaint through Auswide Bank's Internal Dispute Resolution Process.

Auswide Bank's Internal Dispute Resolution Process is in compliance with the Corporations Act 2001 & the National Consumer Credit Protection Act 2009, Regulatory Guide 165 and AS ISO 10002-2006.

Our Internal Dispute Resolution (IDR) Process

If you have requested to refer your complaint through our Internal Dispute Resolution Process, you may be asked to put your problem in writing.

If you are dissatisfied with the outcome of your complaint or the way in which it was handled please let us know.

External Dispute Resolution Scheme

Should the complaint remain unresolved and/or you are not satisfied with our response, we will inform you of your right to contact the external dispute resolution scheme of which Auswide is a member, or another relevant organisation.

A dispute form is available from Auswide Bank, or from the Credit and Investments Ombudsman (CIO) or their website. After you have lodged the dispute form, a case officer from CIO will contact you. If they are able to assist, they will discuss your complaint and options available to you.

The CIO will then review your complaint and facilitate discussions regarding your complaint between you and Auswide Bank. If a negotiated settlement cannot be reached between you and Auswide Bank, the CIO will make a determination based upon the information before them.

Contact details for the Credit and Investments Ombudsman are as follows:

Telephone: 1800 138 422
Facsimile: (02) 9273 8440
Mail: Credit and Investments Ombudsman
PO Box A252
Sydney South, NSW, 1235
Website: www.cio.org.au

This information is current as at 26 May 2015 and is subject to change without notice.