Complaint Resolution

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, please reach out to us by either of the below contact methods.

DO YOU REQUIRE ASSISTANCE WITH LODGING YOUR COMPLAINT?

If you are hearing impaired, we can use the National Relay Service to relay your conversation. If English is not your first language and you do not feel comfortable using English to do business with us, you can call 131 450 to arrange to speak to a translator who can be provided by the Department of Immigration and Multicultural and Indigenous Affairs. Please see the Translating and Interpreting Services website at www.tisnational.gov.au.

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.

Should a complaint arise which we do not resolve to your satisfaction, please be aware you can then take it to our external dispute resolution service. This is a free service which provides you with an independent mechanism to resolve any specific complaints or disputes you have with us which we cannot resolve together.

If you are not satisfied with our final response, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA).