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.
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.
- Email – email@example.com
Further help is available
If you are not satisfied with the response provided by our Client Service Team, you have the option of referring the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of progress and provide a response:
- Phone - 1300 139 572 (+61 3 5485 7919) Mon to Fri 8:30am - 5:00pm Victorian time
- Email - firstname.lastname@example.org
- Post/Letter - write to Customer Advocate, Reply Paid 480, Bendigo VIC 3552
Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to:
Australian Financial Complaints Authority
If your complaint relates to how we handle your personal information you can also contact:
Office of the Australian Information Commissioner
You can also read the Bendigo & Adelaide Bank Group’s Customer Feedback Management Policy (including detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting).