We listen, respond and respect every customer’s choice, needs and objectives. Our staff can assist with the feedback; they will be objective and proactive in responding to our customers in order to achieve fair, reasonable and timely outcomes.

We will ensure that all complaints are fully documented, investigated and resolved as prescribed in the Australian Securities and Investments Commissions (ASIC) regulatory guide (RG165).

In order for us to have a balanced view of our customers’ experience with us, we also like to hear when we have exceeded your expectations or you have a suggestion related to the products or services provided by the Group.

Resolving complaints

Our dedicated Client Service Team is here to listen to you and represent your voice.

The Client Service Team will seek to understand your expectations and needs by engaging with you. Their learnings from your experience will be used to enhance the way we do business in the future.

There are many ways customers can provide their feedback to our Client Service Team:

  • Telephone – by contacting 1300 307 807
  • Post/Letter – write to GPO Box 5388, Sydney NSW 2001.

Customer Advocate

The Customer Advocate’s role is to review complaints escalated from our customers when they are not satisfied with the outcome of the Bank’s Internal Dispute Resolution (IDR) process. The Customer Advocate will impartially assess the complaint, keep the customer informed of the progress and provide the customer with an outcome of the review of their complaint in a timely manner.

The Customer Advocate can be contacted by:

  • Telephone – 1300 139 572 (+61 3 5485 7919) between 8:30am and 5:00pm Victorian time, weekdays
  • Post/Letter – write to Customer Advocate, P.O. Box 480, Bendigo VIC 3552

External Dispute Resolution

Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: 03 9613 6399

Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992

You can read the Bendigo & Adelaide Bank Group’s Customer Feedback Management policy (including detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting) by clicking here.