Complaints and feedback

At Border Bank, we are committed to providing high-quality service. However, if we fall short of your expectations, we want to address and resolve your concerns.

Lodging a Compliment, Feedback, or Complaint

If you have a complaint, you can:

Telephone: Call our Contact Centre at 131 728.

Website: Visit www.policebank.com.au, click on the “Important Information” link, and select the “Complaints and Disputes” page under the “About Your Bank” section.

Email: Send us an email at info@policebank.com.au.

Mail: Complete the Member Complaint/Feedback Form included in this brochure and mail it (no postage stamp required) with any supporting documents to:

Complaints Team

Border Bank

REPLY PAID 63593

Sydney NSW 2000

How It Works

Provide Details: You may need to provide your full name, preferred contact details, a description of your complaint, and how you would like it resolved.

Acknowledgment: We aim to acknowledge your complaint within 1 business day, providing you with a complaint reference number and contact details for the person handling your complaint.

Investigation: Your dedicated complaints handler will investigate and provide an outcome.

Updates: We will keep you updated on the progress. Our goal is to correct any mistakes and prevent future issues.

Resolution: We commit to resolving your complaint within 10 business days. If we need more time, we will inform you of the delay and the new timeline.

Extended Delays: If a final response cannot be provided within 30 days, we will explain the reason for the delay, provide a new expected resolution date, and update you monthly.

Escalation

If you are not satisfied with the resolution, you can escalate the matter to our Customer Advocate.

Customer Advocate

The Customer Advocate is an internal escalation point who reviews complaint outcomes impartially and fairly. While not independent of the Bank, the Customer Advocate is independent within the Bank and works to identify improvements in our products, services, systems, and processes.

Email: Customeradvocate@policebank.com.au

Mail: Customer Advocate, 25 Pelican Street, Surry Hills 2010, NSW, Australia

External Dispute Resolution

If you are still unhappy with the response, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider. AFCA offers fair and independent financial services complaint resolution at no cost to consumers.

Australian Financial Complaints Authority (AFCA)

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001