Complaints and dispute resolution.

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.

How to make a complaint and the complaints process
If you have a complaint, we request you follow these steps:

In the first instance:
• by visiting your local branch; or,
• calling our Contact Centre on 1800 033 139; or,
• emailing [email protected]

If you are still not satisfied with the resolution of your complaint, you may contact Defence Bank's Complaints Officer by:

• emailing [email protected] (Attention to the Complaints Officer)
• writing to:

The Complaints Officer
Defence Bank
PO Box 14537
Melbourne VIC 8001

Third party products.
If your complaint relates to a third party product or service acquired through us – such as an Insurance product or a Travelex product – 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 dispute 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.

Keeping you informed
If a staff member cannot resolve the complaint to your satisfaction within 5 business 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.

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.

In the majority of cases you will be advised of the outcome of our investigation and the reason(s) for our decision in writing within 21 days. Should there be exceptional circumstances causing a delay, we will inform you that more time is required and provide reason(s) for doing so. In these circumstances, it is our expectation that your complaint should be resolved within a maximum of 45 days from the date you lodged the complaint with us.

Still not satisfied?
If you are not satisfied with our final response, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaints resolution that is free to consumers.

For complaints in relation to Defence Bank products and services, contact:

Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3,
Melbourne VIC 3001

Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out when the time limit relevant to your circumstances expires. You should also note that if our internal dispute resolution process is still in progress, AFCA may request that our internal review be completed before considering your complaint any further.