Contact us

Feedback and complaints

Here's how you can get in touch.

1300 663 117

Monday to Friday from 7:00am to 5:00pm Perth time.

Overseas :+61 1300 663 117


Operations Manager
GPO BOX 2515
Perth WA 6001

Fax: 1300 853 628

We don’t always get things right

Making a complaint

If you have a problem, please contact us on 1300 663 117.

If your problem cannot be resolved straight away, we will:

  • let you know who is handling your complaint
  • keep you informed of what is happening on a regular basis
  • strive to resolve your complaint within the timeframes stipulated in the PDS (PDF) or PIS (PDF).

Escalating a Complaint - Client Service Team

If you feel your complaint has not been properly handled or resolved,  you can refer your complaint through the relevant dispute resolution scheme for an independent review.

Please refer below and to the dispute resolution procedures contained in the PDS (PDF) or PIS (PDF).

Find out about your banking rights and obligations (PDF)

Where to go if your complaint isn’t resolved

In the unlikely event that we can't resolve your complaint, you can seek assistance from the Financial Ombudsman Service (FOS) - a free independent dispute resolution service. Before the FOS can investigate your complaint, they do require you to have first given us the opportunity to address the complaint.

A brochure outlining the Ombudsman's Scheme is available through our Service Centre on 1300 663 117.

Financial Ombudsman Service Limited

GPO Box 3
Melbourne VIC 3001

Call: 1800 367 287
Fax: (03) 9613 6399

When we get things right

Leave us a compliment

There's nothing quite as motivating or rewarding as receiving a compliment. In fact, when a customer compliments one of our staff members, it helps us recognise that employee appropriately. So please, if you've experienced outstanding service, let us know. Our employee will then be recognised through a special scheme, which rewards outstanding service to our customers.

Please submit compliments via email to