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.

Complaints and disputes

Improving your experience at BankVic

BankVic exists to provide its members with banking services that represent great value for money and make it easy for you to deal with us.

If you're dissatisfied with how we've served you, we want to know.

If you make a complaint, we will respond fairly, transparently, and in a timely manner. You can find details of our complaints process in our Complaints and Dispute Resolution Member Policy.

How to make a complaint

You can make a complaint by:

What happens next?

We'll acknowledge your complaint within 24 hours of receiving it.

Our aim is to resolve complaints within three business days. However, some complaints may take longer. We aim to resolve more complex complaints within 21 calendar days. In this case, we will give you the name and contact details of the person managing your complaint. If we need longer, we'll let you know and will continue to provide progress updates.

If you are not satisfied with the outcome of our investigation, you can request that it be reviewed by our Internal Dispute Resolution Committee.

If you're still dissatisfied

If you are still dissatisfied following a review by our Internal Dispute Resolution Committee, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent organisation that resolves disputes between consumers and financial service providers.

Please note that AFCA is unable to deal with your dispute unless you have attempted to resolve the issue with us first.

1800 931 678 (free call)
GPO Box 3, Melbourne, Victoria, 3001.

If your dispute involves privacy issues and has not been resolved to your satisfaction, we'll refer you to the Office of the Australian Information Commissioner so you can lodge a complaint:

  • online using the privacy complaint form found on www.oaic.gov.au or
  • in writing to Office of the Australian Information Commissioner, GPO Box 5218 Sydney NSW 2001.

Enquiries only:
1300 363 992
The Director of Compliance (Investigations) GPO Box 5218 Sydney NSW 2001

Terms and conditions

Important things you should know

Information on this page is general in nature and does not take into account your personal circumstances. You should consider whether it is appropriate for you before acquiring the product or service.

Fees and charges may apply. Interest rates are variable and subject to change. Information on our terms & conditions, interest rates and fees & charges are available on request.

We recommend that you read the following documents: