Make a Complaint

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 compliment, suggestion or complaint related to the products or services provided by AWA Alliance Bank, 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.

There are many ways to provide your feedback to us:

  • In person: By speaking to a member of our staff.
  • Over the phone: By contacting 1300 056953
  • Online By completing our Enquiry Form 

If you are not satisfied with the response provided by our 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 – This email address is being protected from spambots. You need JavaScript enabled to view it.
  • 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:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: 03 9613 6399
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
www.afca.org.au

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
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
www.oaic.gov.au

For additional information, please see the Bendigo Bank Policy on Customer Feedback Management, which is supported by detailed procedures covering the approach, responsibilities, monitoring, reporting and improvement of the customer experience.

Bendigo and Adelaide Bank

AWA Mutual Limited ACN 087 651 652 (AWA) is an agent of Bendigo and Adelaide Bank Limited (Bendigo Bank) ACN 068 049 178 AFSL/Australian Credit Licence 237879 in the distribution of AWA Alliance Bank branded products and services. AWA also has arrangements with other third parties as detailed in the Financial Services Guide.

AWA Alliance Bank branded deposits and loans are deposits and loans of Bendigo Bank. This website provides general advice only and information has been prepared without taking into account your objectives, financial situation or needs. We recommend that you seek independent advice before making any decisions based on this information. Consider the relevant disclosure documents, which includes terms and conditions for the various AWA Alliance Bank products and services as this information is relevant when deciding whether to acquire or hold an AWA Alliance Bank product. AWA Alliance Bank is a trade mark of Bendigo Bank.