*Important* The old version of the Auswide Bank mobile app will be switched off from Tuesday September 23. If you haven’t done so already, you can download the new app from the App Store or Google Play. Once downloaded, simply log in using your usual method PIN, Pattern or biometrics. Make the switch today to avoid any disruption to your mobile banking experience.
While we can’t promise to always get it right, we can promise that we will always make it right, and acknowledge when things don’t quite go to plan. We take your feedback seriously and appreciate you letting us know if we’ve fallen short on our commitments.
We aim to provide simple, easy to use and trustworthy services and we see your complaint or feedback as an opportunity to not only resolve the matter for you, but as a way to improve the way we do things.
How to make a complaint or provide your feedback
Details of your complaint or feedback
So that we can resolve your complaint as quickly as possible, it is important that you provide us with as much information as possible. This includes details such as:
- Your customer number, name and preferred contact method
- What your complaint or feedback is about and when did it happen
- How would you like the matter resolved
Resolving Complaints
Timeframes
We will try our best to resolve the complaint for you on the spot, and in most cases we can. If your complaint is particularly complex or we need to investigate with other areas of the bank, we will:
- Acknowledge your complaint within one business day
- Keep you up to date on our investigation and progress
- Provide you with final resolution within 30 days – if not we will inform you of the reasons for the delay
What if you remain unsatisfied?
If you’re not satisfied with the outcome provided to you, the first step is to request an internal escalation to a manager of the department you’ve been speaking with.
In the event you are not satisfied with the Managers response, you have a few more options. Please allow us the opportunity to resolve your complaint through our internal complaint management process, as detailed above, prior to escalating through any of the channels below.
You can request for your complaint to be escalated to a Senior Manager who will review your complaint outcome.
- Phone: 1300 138 831 (Monday to Friday - 8am to 6pm (AEST)
- Email: complaints@auswidebank.com.au
- Post: Senior Manager Complaint Review, GPO Box 444 Brisbane QLD 4000
You can request for your complaint to be escalated to our Customer Advocate. The Customer Advocate while not independent, is impartial and focuses on achieving a fair outcome for the customer. Our Customer Advocate will review your complaint outcome to make sure that your complaint was handled fairly.
- Phone: 1300 138 831
- (Monday to Friday - 8am to 6pm (AEST)
- Email: customeradvocate@auswidebank.com.au
- Post: Customer Advocate Review, GPO Box 444 Brisbane QLD 4000
Alternatively, Auswide Bank is a member of the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution body that deal with complaints concerning the financial services industry. You can raise a complaint with AFCA who will complete an independent review of our decision. It is good practice to go via the internal complaint resolution processes, prior to escalating a complaint with AFCA.
- Online: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678
- Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001
If your complaint is about how we handle your personal information, you can also contact the Office of the Australian Information Commissioner.
- Online: www.oaic.gov.au
- Phone: 1300 363 992
- Mail: OAIC – CDR Complaints – GPO Box 5218, Sydney NSW 2001
Need more help?
Limited English? – We are very happy to engage with you through the use of an interpreter. Contact our Customer Care team and we can arrange an interpreter through the Translating and Interpreting Service (TIS National).
Difficultly with Hearing or Speaking? We can receive calls from the National Relay Service (NRS). The NRS is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls. We can also arrange for an Auslan interpreter to join you at your preferred branch at the scheduled time, subject to interpreter availability.
Authorised Representative? You can authorise a representative to lodge and manage a complaint on your behalf. A representative might include financial counsellors, legal representatives, family, friends and members of parliament. You need to provide Auswide Bank with this authorisation in writing or through our Customer Care team, and from then on, we will only engage with your representative throughout the complaint process, (unless you tell us otherwise).
More Information
For more information regarding complaints about your privacy refer to our Customer Complaints Policy or our Privacy Policy.
Complaints & Feedback Form
Privacy Declaration & Consent: By completing and submitting this form, you consent to us storing, using or disclosing your personal information to achieve the purpose/s for which you provided it. Our storage, use or disclosure of your personal information will be in accordance with the Australian Privacy Principles. You can also read our Privacy Policy.
Have some questions?
We’re here to help.
