Information on providing feedback including our complaints handling process.
As a member-owned financial institution, The Mutual Bank is committed to delivering the highest standard of care, service, and support to our members. We welcome all feedback, whether it’s a compliment, suggestion, or complaint. Your feedback is highly valuable to us. It helps us to continuously improve our products and services.
If you have a complaint, we encourage you to contact us as soon as practicable so that we can resolve the issue immediately or refer you to a member of our Complaints Handling Team. There are many ways that you can register your complaint with The Mutual Bank as provided below.
We take all complaints seriously and have a robust complaint management and dispute resolution process in place to address complaints. If our Member Services Team are unable to resolve your complaint on the spot, the matter will be referred to a member of our Complaints Handling Team for further investigation. More information about our complaints handling process is detailed below.
To share your positive experience, or to suggest a new idea for consideration, we encourage you to let us know so that we can share it with the applicable staff member or team at The Mutual Bank. You can provide your feedback by phone, email, in person at a local branch, on social media, or via our website contact form.
In person
By speaking to someone at a branch of The Mutual Bank.
In writing
Write us a letter addressed to
The Mutual Bank’s Member Advocate,
The Mutual Bank, Head Office PO Box 2487 GREEN HILLS NSW 2323
Call us
Phone our Member Services Team on 1300 688 825
Private message on social media
Contact us by sending a private direct message on our Facebook, Instagram, or Twitter account
On our website
Secure Mail
You may send a Secure Mail via The Mutual Bank’s Internet Banking service.
Send an email
Email the details of your complaint to complaints@themutual.com.au
Fill out a feedback form
Feedback and member complaint forms are available from any one of our branches.
We empower our staff to resolve complaints at the first point of contact. If we are able to resolve the issue to your satisfaction, we will do so immediately.
We aim to resolve your complaint as quickly as possible, ideally on-the-spot. If this is not possible, we will
provide you (within 3 business days) with the name and contact details of the person to whom you can escalate
your complaint to. As far as possible, this person will be someone other than the person to whom your
complaint relates. We will also give you information about our internal complaints- handling process.
We will do our best to ensure that our investigation is completed, and a decision on your complaint is
communicated to you within 21 days of receiving your complaint. We will inform you if we need more time than
that and provide you with regular progress updates.
We will provide a written response to your complaint, outlining all actions taken, when:
If we cannot respond within the specified timeframes due to complexity or other circumstances, we will inform
you of the delay, the reasons, and your rights to contact our Member Advocate or AFCA.
If you are unhappy with the outcome of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
AFCA’s contact details are:
Website: www.afca.org.au
Telephone: 1800 931 678 (free call)
Email: info@afca.org.au
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
We want to do everything we can to resolve any problem you have, so it is important that you tell us first about your complaint or feedback with The Mutual Bank before approaching AFCA. If you contact AFCA first, they will ask that you speak to The Mutual Bank before commencing their investigation.
1. Making a complaint is free of charge and is an easy process for our Members and others.
2. We take the time to listen to understand the issue or concern.
3. We handle all complaints honestly, consistently and fairly.
4. We consider the complainant's individual circumstances, such as vulnerability, and provide or recommend appropriate support.
5. Our Team Members are empowered to act with authority and integrity to resolve complaints quickly.
6. We investigate complaints thoroughly and without unnecessary delay.
7. We keep the complainant (or their representative) updated on the progress of their complaint by using plain English and considering any other forms of accessible communication they may need.
8. We provide acceptable resolutions to avoid the need for external dispute resolution or legal proceedings.
9. We provide quick and easy access to The Mutual Bank’s Member Advocate for future complaint review if required.
10. We co-operate with Australian Financial Complaints Authority to resolve any applicable complaints.
11. We learn from complaints and issues to prevent further impacts on our members and others.
12. We proactively identify and support vulnerable Members, ensuring their specific needs are met through the complaints process. Our Team Members are trained to provide tailored support, and we offer dedicated services to assist those Members.
National Relay Service
If you are deaf or have a hearing or speech impairment, the National Relay Service (NRS) can help you to talk to us over the phone. Contact the NRS on a number below and ask for 1300 688 825:
National Translating and Interpreting Service
If English isn’t your first language, you can speak to us using an interpreter by calling the National Translating and Interpreting Service on 131 450 and asking for 1300 688 825.
Visit Accessibility and communication services for more information and additional service options.
