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It is our intention to ensure we offer the best service and products to our members.
If you feel at any time that we have failed to meet our obligation to you in some way, or if you are dissatisfied with a product or service,
then you should tell us promptly.
To assist you in making your complaint and resolving disputes, The Mutual Bank has a Complaints and Dispute Resolution Process.
What is a complaint?
A complaint arises if a member provides a verbal or written expression of dissatisfaction about a product or service provided or to be provided by The Mutual Bank.
Our Complaints Handling process:
If you have a complaint with us contact us immediately through your choice of the following:
In most cases your complaint can be settled to your satisfaction by simply making us aware of the issue. If a staff member is unable to assist you in resolving your complaint they will refer your complaint to a senior staff member or manager.
What is a dispute?
A dispute arises if you are not satisfied with our response to your complaint about a product or service provided or to be provided by The Mutual Bank.
Our dispute resolution process
To assist members in the resolution of disputes, The Mutual Bank offers two types of Dispute Resolution Processes:
Both processes are free of charge and are designed to assist you.
Internal dispute resolution
If a staff member is unable to resolve the complaint to your satisfaction it will be referred to our Member Relations Manager (The Mutual Bank staff member with the authority to resolve disputes) who will acknowledge receipt of your complaint and ensure it is fully investigated.
As soon as possible, but within 21 days of receiving your dispute, we will write to you advising the result of our investigation or advise if more time is required to complete the investigation.
In all but exceptional cases, we will resolve your dispute within 45 days and advise you of our decision and any action to be taken. Our letter advising you of the outcome of the investigation will also advise that if you are not satisfied with the outcome, you will be entitled to access our External Dispute Resolution process.
External dispute resolution
Should The Mutual Bank be unable to resolve your complaint to your complete satisfaction, you may choose to pursue the matter further with the Australian Financial Complaints Authority - AFCA.
This scheme provides an external and impartial procedure, which is available to you free of charge.
To contact the Australian Financial Complaints Authority - AFCA: