Defence Bank is committed to providing members with the best possible service. If at any time you feel we have not met our obligations – or you have a complaint about any of our products or services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.
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How to make a complaint and the complaints processIf you have a complaint, we request you follow these steps:
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Third party productsIf your complaint relates to a third party product or service acquired through us – such as an insurance product, Travelex product or financial planning service – and relates to the terms and conditions of that product or service – for example, a specific insurance claim – we may ask you to contact the relevant third party. They will deal with your complaint under their complaints resolution process.
If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution processes, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the relevant third party for further details.
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Mutual Banking Code of PracticeIf you believe Defence Bank has not met its obligations under the Mutual Banking Code of Practice (MBCOP), you can make a complaint to us.
If we are not able to resolve the complaint to your satisfaction and the complaint involves a claim that you have suffered loss or detriment, you may refer the matter to our External Dispute Resolution Scheme.
If the complaint does not involve loss or detriment to yourself, you can refer the matter to the MBCOP Compliance Manager by calling 1300 780 808. For a copy of the MBCOP, click here.
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Keeping you informedIf a staff member cannot resolve the complaint/dispute to your satisfaction within 5 days, we will acknowledge receipt of the complaint to you in writing and we will also advise the procedures we will follow in investigating and handling your complaint.
Within 21 business days, we will write to you advising the outcome of the investigation and the reason/s for our decision, or we will inform you more time is required to complete the investigation. However, we will endeavour to respond to your complaint within a maximum of 45 business days from the date you lodged the complaint with us.
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Still not satisfied?If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Dispute Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below. You may also refer the matter to the relevant External Dispute Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.
For disputes in relation to Defence Bank products and services, contact:
Credit Ombudsman Service Limited
PO Box A252
Sydney South NSW 1235
Phone 1800 138 422 or (02) 9273 8400
Fax (02) 9273 8440
Email info@cosl.com.au
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Web www.cosl.com.au
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For disputes in relation to Defence Bank's Retirement Savings Account, contact:
Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne VIC 3001
Phone 1300 884 114
Fax (03) 8635 5588
Email info@sct.gov.au
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Web sct.gov.au
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Defence Bank Contact DetailsYou may lodge your complaint:
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 | | In the first instance, by visiting your local branch, calling our Contact Centre on 1800 033 139 or emailing info@defencebank.com.au and
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| | | If you are still not satisfied, you may contact Defence Bank’s Complaints Officer by calling (03) 8624 5888, faxing (03) 8624 5892 or writing to:
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The Complaints Officer
Defence Bank
PO Box 14537
Melbourne VIC 8001
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