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:
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.
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;
- work to resolve your complaint within 21 days of receiving it from you;
- provide you with final resolution within 45 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:
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.
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.
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).
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.
We take your feedback seriously and aim to provide simple, easy to use and trustworthy services to our customers.
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. If you have a complaint, concern, suggestion or just wish to give some feedback, please don’t hesitate to get in touch through the online form.