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Resolving a Complaint

It is important for us to know when we have not met your expectations no matter the circumstance. Please contact us at any BDCU Alliance Bank Advice Centre, in writing, by email memberservice@bdcualliancebank.com.au, or by calling us in business hours on 02 4860 4000.

We love to hear from you whether it is a compliment, suggestion or 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 complaint related to the products or services provided by BDCU Alliance Bank, please contact us in the first instance, as any of our staff can assist you with feedback. They will be objective and proactive in responding to you in order to achieve fair, resonable 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 feedback to us:

  • In person: By speaking to a member of our staff
  • Telephone: By contacting (02) 4860 4000
  • Website: Enquiry Form

Customer Advocate

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. 

The Customer Advocate can be contacted by:

  • Telephone - 1300 139 572 (+61 3 5485 7919) between 8.30am and 5.00pm Victorian time, weekdays
  • Email - customeradvocate@bendigoadelaide.com.au 
  • Post/Letter - 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 Compliants Authority 
GPO Box 3 
Melbourne Vic 3001
Phone: 1800 931 678

Fax: (03) 9613 6399
Email: info@afca.org.au
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: enquiries@oaic.gov.au
www.oiac.gov.au

 

 

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