We’re committed to providing you with quality products and services. If at any time you’re not satisfied with one of our products or the service you’ve received, we invite you to let us know so we can mutually resolve the issue. We promise to deal with your complaint directly, genuinely, promptly, fairly and consistently.
What should you do?
If you have a complaint about a product or service you’ve received from us, please let us know. Often, we’re able to resolve it on the spot, and if we are unable to do so, we’ll then refer the complaint to our specialist team. Our team will aim to resolve your complaint within 5 working days.
If more time is needed to find a resolution, we’ll let you know, and commit to investigate and properly consider your complaint, decide what action (if any) to take and communicate our decision to you within 30 calendar days of receiving it.
Where the complaint is credit related and involves default notices, hardship notices or request to postpone enforcement proceedings, we’ll communicate our decision to you within 21 calendar days of receiving it.
If you are still not satisfied with the outcome, you may contact our Complaints Officer by calling 1300 221 479, sending us secure mail via Internet Banking, or in writing addressed to:
The Complaints Officer
Challenger Bank Limited
PO Box 297, Flinders Lane,
Melbourne VIC 8009
Where you lodge your complaint verbally, we may ask for additional information and request that you document your complaint, in writing, to ensure we can properly and thoroughly investigate it. We’re available to assist you in putting your complaint in writing. We'll then require your consent to its accuracy before taking the matter further.
Free of charge
There is no charge for this service. Standard charges may apply when providing copies of previous transactions or retrieving documents from our archive when requested by you. Refer to our Fees and Charges Schedule at challenger.com.au/bank for details. If these provide evidence of an error made by us, we may refund the fee.
What’s a complaint?
A complaint is:
“An expression of dissatisfaction made to or about the organisation related to our products, services, staff, or handling of complaint, where a response or resolution is explicitly or implicitly expected or legally required.”
A complaint can be written (letter or secure mail through Internet Banking) or verbal (phone or in person).
Other remedies available to you
You don’t have to use our complaints and dispute resolution service if you feel there‘s another way to resolve the matter. There may be more specific legislation or codes that apply, or you may have already instigated legal proceedings before you chose to refer the matter to us.
We may still recommend that you lodge a complaint under our complaints and dispute resolution procedure to see if the matter is more quickly resolved through this process.
Our participation in the internal complaints and dispute resolution procedure is not a waiver of any rights under any law or contract between you and us.
What if a final resolution cannot be achieved?
If you’re still not satisfied, you can contact an external body that deals with complaints. This is the Australian Financial Complaints Authority which is our external dispute resolution scheme, or the Federal Privacy Commissioner. Either of these bodies may forward your complaint to another external dispute resolution body if it considers the complaint would be better handled by that other body.
Australian Financial Complaints Authority
Post: GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678 (Free call)
Office of the Information Commissioner
Post: GPO Box 5218, Sydney NSW 2001
Telephone: 1300 363 992
Third party products
If your complaint relates to a third party product or service acquired through us, 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 process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the relevant third party for further details.
We place great importance on fostering a culture that encourages employees and others to make disclosures about issues or conduct that concern them.
Find out more here.