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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.
Talk to us about your compliment
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.
Talk to us about your complaint
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.
By speaking to someone at a branch of The Mutual Bank.
Write us a letter addressed to
The Mutual Bank’s Member Advocate,
The Mutual Bank, Head Office PO Box 2487 GREEN HILLS NSW 2323
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
You may send a Secure Mail via The Mutual Bank’s Internet Banking service.
Send an email
Email the details of your complaint to firstname.lastname@example.org
Fill out a feedback form
Feedback and member complaint forms are available from any one of our branches.
If a complaint is not resolved immediately, our aim is to resolve complaints by the end of the fifth business day after receiving the complaint.
If we cannot resolve the issue to the satisfaction of the person making the complaint, by the end of the fifth business day after receiving the complaint, the complaint will be referred to our Complaints Handling Team, who will be responsible for investigating and resolving the complaint.
A member of our Complaints Handling Team will be in contact with the person making the complaint to let them know the name and contact details of the staff member handling the complaint.
Depending on the nature of the complaint, the Complaints Handling Team will contact the person making the complaint between 5 and 30 calendar days after the complaint is lodged and inform them of the outcome of the complaint in writing. Further details on outcomes are provided in the Complaints Policy on page 3.
If there is no reasonable opportunity for us to prepare a written response to you within 30 days (or 21 days for credit related complaints), either because the complaint is very complex or circumstances beyond our control are causing delays, we will advise the person making the complaint of the delay before the 30 (or 21) calendar days have expired.
We will tell them:
If you are unhappy with the outcome of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
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.
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.