Complaints and Disputes
If we’ve been unable to meet your needs with our products, service or the experience we have provided you, you can let us know through our complaints and dispute handling process (outlined below).
BankVic will endeavour to investigate and resolve any complaint promptly, thoroughly and fairly. We have our own internal complaint handling procedure to deal with any complaints or disputes you have about our products, service or experience we have provided to you.
In the event that your grievance, complaint or dispute relates to a feature of an insurance policy, a claim you have made, a feature of a foreign currency or a financial planning product you have acquired, you may need to contact the product provider to raise your complaint directly with them. For disputes related to your Visa card transactions, please refer to our chargeback claim process.
If you are concerned or have a complaint about the products, service or experience that we have offered you, these are the steps that you can take:
1. Call us on 13 63 73 and speak to the representative you've been dealing with or their leader. In most cases, your grievance or complaint can be resolved by simply making us aware of it.
You can also raise your concerns or make a complaint to us:
- In person at a branch
- By emailing our Complaints Officer at firstname.lastname@example.org
- By writing to us at:
GPO Box 2074
MELBOURNE, VIC 3001
2. We aim to resolve issues as quickly as possible, however, if you believe your complaint has not been satisfactorily resolved within five working days by the representative or their leader, you can request that your matter be escalated to our Complaints Officer simply by requesting this of the representative you are speaking with.
Your complaint will then be escalated to a senior officer with independent decision-making authority to review the matter for you. We will endeavour to resolve the matter and write to you within 21 working days advising the outcome of the review and the reasons for the decision.
3. If you have followed the above steps and still feel that your issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA’s contact details are as follows:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
We recommend that you read the following documents: