Complaints & Feedback

We take your feedback seriously and aim to provide simple, easy to use and trustworthy services to our customers

While we can’t promise to always get it right, we can promise that we will always make it right, and acknowledge when things don’t quite go to plan. We take your feedback seriously and appreciate you letting us know if we’ve fallen short on our commitments.

We aim to provide simple, easy to use and trustworthy services and we see your complaint or feedback as an opportunity to not only resolve the matter for you, but as a way to improve the way we do things.

How to make a complaint or provide your feedback

You can advise us of your complaint or provide feedback by:

Using the online form below;
Emailing – mycomplaint@mystate.com.au;
Calling 138 001 (between 8:00am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturdays, except on public holidays);
Visiting your local branch; or
Writing to us – Complaints & Feedback, GPO Box 1274 Hobart Tasmania 7001

Details of your complaint or feedback

So that we can resolve your complaint as quickly as possible, it is important that you provide us with as much information as possible. This includes details such as:

Your customer number, name and preferred contact method;
what your complaint or feedback is about and when did it happen; and
how would you like the matter resolved.

Resolving Complaints

Timeframes

We will try our best to resolve the complaint for you on the spot, and in most cases we can. If your complaint is particularly complex or we need to investigate with other areas of the bank, we will:

Acknowledge your complaint within one business day;
Keep you up to date on our investigation and progress;
Provide you with final resolution within 30 days – if not we will inform you of the reasons for the delay.

What if you remain unsatisfied?

If you’re not satisfied with the outcome provided to you, the first step is to request an internal escalation to a manager of the department you’ve been speaking with.

In the event you are not satisfied with the Managers response, you have a few more options. Please allow us the opportunity to resolve your complaint through our internal complaint management process, as detailed above, prior to escalating through any of these channels:

Senior Manager Review

You can request for your complaint to be escalated to a Senior Manager who will review your complaint outcome.

Phone: 138 001
Email: mycomplaint@mystate.com.au
Post: Senior Manager Complaint Review, GPO Box 1274, Hobart TAS 7001

Customer Advocate Review

You can request for your complaint to be escalated to our Customer Advocate. The Customer Advocate while not independent, is impartial and focuses on achieving a fair outcome for the customer. Our Customer Advocate will review your complaint outcome to make sure that your complaint was handled fairly.

Phone: 138 001
Email: customeradvocate@mystate.com.au
Post: Customer Advocate Review, GPO Box 1274, Hobart TAS 7001

Australian Financial Complaints Authority

Alternatively, MyState Bank is a member of the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution body that deal with complaints concerning the financial services industry. You can raise a complaint with AFCA who will complete an independent review of our decision. It is good practice to go via the internal complaint resolution processes, prior to escalating a complaint with AFCA.

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001

Privacy or Consumer Data Right Complaints

If your complaint is about how we handle your personal information, you can also contact the Office of the Australian Information Commissioner.

Online: www.oaic.gov.au
Phone: 1300 363 992
Mail: OAIC – CDR Complaints – GPO Box 5218, Sydney NSW 2001

Need more help?

Limited English? – We are very happy to engage with you through the use of an interpreter. Contact our Customer Care team and we can arrange an interpreter through the Translating and Interpreting Service (TIS National).

Difficultly with Hearing or Speaking? We can receive calls from the National Relay Service (NRS). The NRS is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls.

Authorised Representative? You can authorise a representative to lodge and manage a complaint on your behalf. A representative might include financial counsellors, legal representatives, family, friends and members of parliament. You need to provide MyState with this authorisation in writing or through our Customer Care team, and from then on, we will only engage with your representative throughout the complaint process, (unless you tell us otherwise).

More Information

For more information regarding complaints about your privacy refer to our Customer Complaints Policy, our Privacy Policy or our Consumer Data Rights Policy.

Whistleblower Protection Policy

The MyState Group Whistleblower Protection Policy (WPP) ensures that there are processes in place to maintain the highest standards of ethical behaviour and integrity and protect any person who reports inappropriate conduct from reprisal. The WPP doesn’t just apply to our employees, but to contractors, consultants, suppliers, third party providers, brokers or auditors.

Learn more