Qudos Bank offers its customers an internal dispute resolution procedure that is:
This brochure explains the internal dispute resolution procedure at Qudos Bank.
The simplest way of solving a problem is to talk to someone about it. If you are unhappy about something to do with a product or service, or the complaints handling process itself, we’d like to hear about it.
Our staff are trained to efficiently and courteously deal with all types of problems. So don’t hesitate to speak to our staff if something is troubling you. We’d like to know about anything which affects the relationship you have with us.
The first place you should take any complaint is to a member of our staff. If at all possible, the problem will be resolved immediately. However, if our staff member is unable to assist, please speak to a supervisor or manager. Our supervisor or manager will try to resolve the matter by the next business day.
If the supervisor or manager is unable to resolve your complaint quickly, your complaint may be referred to our dispute resolution team to investigate. We will tell you if this happens.
To make a complaint
We will usually need your full name, contact details, how you would like to be contacted, a short description of your complaint and your desired resolution for us to help you.
If you need some help making a complaint, please contact us and we will try to assist you in one of the following ways.
If you’re hearing-impaired or speech-impaired, you can contact our customer service team by phone or teletypewriter (TTY) via the National Relay Service (NRS).
To use the NRS to get in contact:
or
We will ring or write to you notifying you of the outcome. If this is not in your favour, we will write to you telling you:
Frequently, complaints are simple cases of confusion or misunderstanding which can be sorted out to everybody’s satisfaction very quickly.
However, not all complaints can be dealt with quickly. Our supervisor or manager will advise you if he or she is unable to resolve your complaint by the next business day. Our aim is to have your complaint resolved within 14 days, although in more complex cases we may need up to 30 days. If this happens, we will write to you advising of this.
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 Financial Complaints Authority. You can submit a complaint to the Australian Financial Complaints Authority:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
We want to do everything we can to resolve any problem you have. So, it’s important that you raise your complaint with us before going to AFCA. This usually results in a quicker resolution. AFCA will also encourage you to work with us before they begin their investigation.
Download the Complaints Resolution Brochure here.
We acknowledge the Traditional Owners of the lands on which we operate and pay our respects to Elders past and present, and to emerging community leaders. We also acknowledge the important role Aboriginal and Torres Strait Islander peoples continue to play within the communities in which Qudos Bank operates and where our team members reside.
