Make a complaint

We want to know when we have not met your expectations so we can improve for next time.

We're listening

Your experience and satisfaction with our products, services, staff, complaint handling process or Consumer Data Right (CDR) is essential to us meeting the high standards we aspire to and designing banking solutions which meet your everyday needs.

We will ensure that all complaints are fully documented, investigated and resolved in a timely manner.

Our complaints guide provides information on how to make a complaint and what you can expect from the process. If you have a complaint, any of our staff can assist you and their objective will always be resolution at first point of contact. They will work proactively with you to achieve fair, reasonable and timely outcomes.

You can also access our complaints guide in the following languages:

How to make a complaint

There are many ways to provide your complaint to us. We encourage you to provide as much relevant detail as possible.

Call us to talk

Call us on 1800 634 969.

Talk to us in person

Speak to a member of our staff in one of our branches.

Locate a branch

Submit your complaint online

Complete our simple online form and we will make contact with you.

Access the online form

Write to us

Write to us at Reply Paid: GPO Box 3, Melbourne, VIC 3001.

Authorising someone else to help you

You can appoint someone else to lodge or handle your complaint on your behalf. This may be a family member or friend, a financial counsellor or a legal representative.

We will require you to sign a form which provides your consent for us to liaise with your representative. Once this authority is in place, we’ll work with your representative to resolve your complaint. Contact us to discuss appointing a representative.

Interpreter Services

If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services (TIS). This service is available in over 150 languages and is provided by the Department of Home Affairs.

Please let us know if you would like us to arrange this service for you. or call TIS directly on 131 450. An automated prompt will ask you which language you need and then connect you with a TIS National operator who can allocate an interpreter for you.

Accessibility Support

At BEN, we are building a disability confident organisation. While our staff are trained to provide practical accessibility support, there are times we may need to take your lead and invite you to guide us on what we can do to make the complaints process easier for you.Please ensure you include any specific accommodations you may require from us in your complaint submission or during conversations with our team.

Our complaints Guide is available in an Easy English format, explaining the complaints process in a plain language that is concise and easy to understand.

National Relay Service

If you are deaf or have a hearing or speech impediment, you can call through the National Relay Service:

TTY users phone 133 677 then ask for 1800 634 969
Speak and Listen (speech-to-speech relay) users phone 1300 555 727 then ask for 1800 634 969
Internet relay users connect to the National Relay Service and then ask for 1800 634 969

Auslan Complaints Guide

This video explains our complaint process in Auslan, including information on how to make a complaint and what you can expect from the process.

Your feedback matters.

We’re always striving to be a better bank.
And you’re at the centre of our efforts.
So, it’s important for us to know when we haven’t met your expectations.
Your feedback may be about our products, services, staff, or how we handle complaints.
Whatever your compliant, we want to make things better.

Our eight commitments to you.

Number 1. We’ll listen to you with empathy and take time to understand your concerns.

Number 2. We’ll act honestly, consistently, and objectively.

Number 3. We’ll investigate and resolve your complaint as quickly as possible.

Number 4. We’ll be accessible so you have the opportunity to raise your complaint and be heard.

Number 5. We’ll be sensitive and respectful of your circumstances, particularly if you’re vulnerable and need our support.

Number 6. We’ll take responsibility when we’ve done something wrong and make things right where we can.

Number 7. We’ll strive for fair solutions that justify the trust you and the community place in us.

Number 8. We’ll learn from your complaint and escalate issues which could impact other customers.

Get in touch.

There are lots of ways you can share your feedback:
In person at your local branch;
Over the phone;
Via our online feedback form;
Or you can contact our customer feedback team. (The information can be found on my left).
Phone 1300 361 911 (or +61 3 5485 7911 from overseas) between 8.30am and 5pm (AEST) on weekdays.
Email - feedback@bendigoadelaide.com.au
Mail Customer Feedback Team, Reply Paid 480, Bendigo VIC 3551.

What to include in your feedback.

Include:
Your name and preferred contact details;
What your complaint is about (include the product or service you are unsatisfied with and what has gone wrong);
Also include the resolution that you seek.

What happens when you make a complaint.

Firstly, acknowledging your complaint.
Where possible we aim to resolve complaints on the spot, or within five business days.
If we need more time, you’ll receive a reference number and contact details of the person who is handling your complaint.

Number 2. Understanding your issue.
We’ll review the information you’ve given us and investigate the issue thoroughly.
You’ll receive regular progress updates and, if more information is needed, we’ll be in touch.
There are maximum complaint resolution timeframes that are set by law.
If we can’t meet these timeframes, we’ll explain why and give you a date you can expect and outcome.

Number 3. If you’re still unsatisfied.
If you’re not satisfied with how we handled or resolved your complaint you can contact the Australian Financial Complaints Authority (AFCA).
AFCA is an independent service that provides free dispute resolution for consumers and small businesses.
The contact information including the website, email, phone and mail is on my left.

[on screen]

Australian Financial Complaints Authority
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If you need help to make a complaint.

Authorising someone else to help you.
You can appoint someone else to lodge or handle a complaint on your behalf.
This might be a family member or friend, a financial counsellor or a legal representative.
You’ll need to give appropriate authority for your representative to liaise with us.
Once this authority is in place, we’ll work with your representative to resolve your complaint.

The National Relay Service.
If you are deaf or have a hearing or speech impediment, you can call through the National Relay Service.
TTY user phone 133 677 then ask for 1300 361 911
Speak and listen: call this number here 1300 555 727 and then ask for 1300 361 911
Internet relay users connect to the National Relay Service and then ask for 1300 361 911
If English isn’t your first language, you can access a free interpreter services through Translating and Interpreter Services or TIS for short.
This service is available in over 150 languages and is provided by the Department of Home Affairs.

Please let us know if you would like us to arrange this service for you.

This document is also available in Arabic, Mandarin, Greek, Korean, Japanese, Vietnamese and Easy English.

Frequently asked questions

What details do you need from me when I make a complaint?

We need enough information from you to allow us to investigate your complaint. In general, we need any supporting documentation or records with times, dates etc. Providing this information to us as soon as you raise your complaint assists our staff to begin investigations.

How long will it take to get a resolution?

We will aim to provide you with an outcome to your complaint within 30 days of receipt. Standard complaint resolution timeframes are no later than 30 days after receiving the complaint. This will not include complaints that sit outside the standard complaint resolution process.

Where your complaint is not a standard complaint, other timeframes will apply. Example: credit related complaints involving hardship and/or default notices (21 days).

Should the Bank be providing me with a written response to my complaint?

If the matter is resolved to your satisfaction within the first 5 business days of receiving your complaint, a written response may not be provided, unless you request one. Should the matter take longer than 5 business days to resolve, we will provide a response in writing whether you are satisfied with the outcome or not.

What happens if I'm unhappy with the resolution?

If you are not satisfied with the response provided, you have the option to refer your complaint to the relevant external dispute resolution scheme.

We are a member of the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:

In writing: GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au

Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expire.

If your complaint relates to how we handle your personal information you can also contact:

Office of the Australian Information Commissioner, GPO Box 5288, Sydney NSW 2001. Phone: 1300 363 992 Email: enquiries@oaic.gov.au, www.oaic.gov.au

What is an IDR delay notification?

If we can’t resolve a complaint within the maximum timeframes, we will provide you with an ‘IDR delay notification’ that informs (a) the reasons for the delay; (b) your right to complain to AFCA if you are dissatisfied; and (c) the contact details for AFCA.