You may have heard the Banking Code of Practice referred to in confusing banking jargon and wondered what it’s all about.

We’ve cut the BS (Banking Speak) for a more straightforward explanation.

What is the Banking Code of Practice (the Code)?

A set of commitments established by the banking industry that outlines best practice standards, which we’ve adopted.

Complying with the Code is mandatory for all Australian Banking Association (ABA) member banks like us.

We voluntarily joined the ABA and are one of the smallest banks (in size - not heart) to do so.

The Code has been reviewed to improve banking services in accordance with community standards and expectations. The updated code is effective from 28 February 2025.

Why is the Code important to me?

The Code matters to you if you are;

• An Individual
• Small business
• Guarantor

It gives you convenient access to information that’s clearer and easier to understand.

What does the Code include?

These guiding principles underpin the Code:

1. Trust and confidence
2. Integrity
3. Service
4. Transparency and accountability

The Code includes these parts:

• Part A: Our dealings with you under the Code
• Part B: Customers
• Part C: Banking Services
• Part D: When things go wrong

Check out the full Banking Code of Practice.

What can you do if you don’t think we’re following the Code

If you ever feel that we’re not following the Code, we’re here to listen. Your concerns are important and we’re committed to resolving them. Here’s how you can get in touch if you have a specific complaint:

• call us on 138 001 (between 8:00am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturdays, except on public holidays);
• complete this online form;
• email mycomplaint@mystate.com.au;
• visit your local branch; or
• write to us at: Complaints & Feedback, GPO Box 1274, Hobart Tasmania 7001.

If you aren’t happy with our response, you can contact the Australian Financial Complaints Authority, our external dispute resolution body.

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

You can otherwise get in touch with the Banking Code Compliance Committee (BCCC) if you believe there’s been a breach of the code;

Address: PO Box 14240 Melbourne VIC 8001
Website: https://bankingcode.org.au/raise-a-concern-about-a-bank/
Email: info@codecompliance.org.au
Phone: 1800 931 678