Feedback & complaints

We're listening

We love to hear from you whether it’s a compliment, suggestion or a complaint.  It is important for us to know what we do well and we are just as keen to hear when we have not met your expectations no matter the circumstance

If you have a complaint related to the products or services provided, please contact us in the first instance, as any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable and timely outcomes.

We will ensure that all complaints are fully documented, investigated and resolved in a timely manner and we will keep you informed of the progress of your complaint.

Download our customer feedback and complaints brochure (form included) here: Customer feedback & complaints brochure

There are many ways customers can provide feedback to us:

  • In person – by speaking to a member of our staff
  • Over the phone by calling 1300 272 265
  • On our website
  • By writing us a letter and sending it to P.O. Box 585 Corrimal, NSW, 2518
  • By sending us an email to customerservice@csbanking.com.au

Our dedicated staff are here to listen to our customers and represent their voice.

We will seek to understand our customers’ expectations and needs by engaging with them. Finding our more about our customers’ experiences will be used to enhance the way we do business in the future.

If you are not satisfied with the response provided, you can refer your complaint to the Bendigo Bank Customer Feedback Team by:

  • Telephone – 1300 361 911 (+61 3 5485 7911) between 8:30am and 5:00pm Victorian time, weekdays
  • Email – feedback@bendigoadelaide.com.au
  • Mail – by completing the relevant Bendigo Bank Customer Feedback Form or sending a letter to P.O. Box 480, Bendigo, Vic, 3552

If you are not satisfied with the response provided by the Bendigo Bank Customer Feedback Team, you have the option of referring the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of the progress and provide you with a response:

  • Telephone – 1300 139 572 (+61 3 5485 7919) between 8:30am and 5:00pm Victorian time, weekdays
  • Email – customeradvocate@bendigoadelaide.com.au
  • Mail – write to Customer Advocate, P.O. Box 480, Bendigo VIC 3552

Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to our external dispute resolution provider the Australian Financial Complaints Authority or the Office of the Australian Information Commissioner (see below for contact details).

Unpack for Good Program

If a complaint is related to the Unpack for Good Program and a customer is not satisfied with the response provided, they have the option of referring the matter to the Community Sector Banking Unpack for Good Customer Feedback Committee, who will impartially assess the customer’s complaint, keep them informed of the progress and provide the customer with a response.

The Community Sector Banking Unpack for Good Customer Feedback Committee can be contacted by:

Alternatively (or following consideration by the Unpack for Good Customer Feedback Committee) the customer may refer their complaint directly to the Australian Financial Complaints Authority or the Office of the Australian Information Commissioner (see below for contact details).

Australian Financial Complaints Authority
GPO Box 3 Melbourne Vic 3001

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

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

Office of the Australian Information Commissioner

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.

Published November 2018.

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