Defence Bank Foundation exists to help serving military and veterans improve their lives. We are committed to providing a high standard of service to our stakeholders, including volunteers, donors, clients and the community. We value your feedback and take all complaints seriously, as they help us improve our operations and services.
How to make a complaint and the complaints process
If you have a complaint, you can lodge this with us via one of the following methods:
- calling our Office on 1800 033 139;
- emailing us at info@dbfoundation.com.au
- writing to us at the following address:
Executive Officer
Defence Bank Foundation
PO Box 14537
Melbourne VIC 8001
In lodging a complaint with us, we will usually need your full name, contact details, a short description of your complaint and your desired resolution for us to help you.
If you need further help with the complaints process, contact us using any of the above channels and we will try to assist you.
Keeping you informed
When you lodge a complaint with us, we will acknowledge this to you within two business day of receiving this. We will provide this to you either at the time you lodge your complaint or via the channel that you have indicated as your preferred method of communication.
During the time that a complaint is under further investigation we may also contact you to request further information to assist us in completing our review.
Based upon our investigation, we will advise you of the outcome of our investigation into your complaint and the reasons for our decision within 30 days.
In certain circumstances, the timeframe for us to investigate and respond to a complaint will vary from the 30 day period outlined above. Should this apply to your particular complaint, we will advise you of this at the time we acknowledge receipt of your complaint.
In advising you of the outcome of our investigation, the response provided to you in writing will include the following:
- the reasons for the decision;
- the information that was reviewed to assist in determining our decision;
- the further actions that the Foundation has or may take in response to the complaint raised; and,
- further action you may consider taking in response.
Still not satisfied?
If you are not satisfied with the final outcome of your complaint, or if we fail to resolve your complaint within 30 days, you may pursue the matter further with the Australian Charities and Not-for-profits Commission (ACNC).
You can submit a complaint to the Australian Charities and Not-for-profits Commission via one of the following methods:
- on their website at www.acnc.gov.au/raise-concern;
- by calling them on 13 22 62; or,
- in writing to:
Advice Services
Australian Charities and Not-for-profits Commission
GPO Box 5108
Melbourne VIC 3001
Changes to the complaints process
We may make changes to the above information and the linked Defence Bank Foundation Complaints and Feedback Policy from time to time (without notice to you) that are necessary for our business requirements or the law.