Complaints and Dispute Resolution

Lodging a complaint

When you lodge a complaint, we commit to do our best to address your complaint immediately in a fair and transparent manner. For us to respond to your complaint as quickly as possible, we will require your or your representative’s name and contact details at a minimum.

You can access our complaint resolution service via:

If you need assistance in lodging your complaint, please contact us directly and we will help guide you through the process.

Steps we take to resolve a complaint

If you lodge a complaint over the phone or in person at the branch, our staff are equipped to attempt to resolve your complaint on the spot. If they are unable to resolve your complaint, they will refer your complaint to the relevant department.

1. When you lodge a complaint with us via our Member Comment Form available on our website, social media, email or mail, it will be raised directly with the relevant department.
   For social media complaints, an acknowledgment and response will be provided where the complainant is both identifiable and contactable.
2. In all cases, if the complaint is not resolved by the relevant department, it will be referred to the Complaints Officer.
3. If your complaint is not resolved immediately, it may require further investigation. You may be contacted if we need further information and supporting documentation to assist with the investigation.
4. You will receive a written response advising you of the outcome of our investigations within 21 days of receipt of your complaint unless the complaint has been resolved to your satisfaction within 5 business days.
   If you request a written response or your complaint relates to a credit report, we will always send you a written response.
5. If additional time is required to come to a decision, you will be notified and advised that a further period not exceeding 30 days in total is required.

All complaints received are recorded in our complaints register along with outcomes that may lead to improvements in our policies, systems, and procedures.

If we have not resolved your complaint

If your complaint is not resolved to your satisfaction and you wish to pursue your complaint further, you may contact the Australian Financial Complaints Authority (AFCA) or the Federal Privacy Commissioner.

If you believe we have breached the Customer Owned Banking Code of Practice and if the complaint does not involve a claim that you have suffered loss or detriment, if we are not able to resolve your complaint to your satisfaction you can report it to the Code Compliance Manager on
1800 367 287.

The Australian Financial Complaints Authority (AFCA)

AFCA is the external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Generally, AFCA will ask you to try and resolve your complaint with Gateway in the first instance.

AFCA will investigate your complaint (if it falls within their Rules) and facilitate a negotiated settlement between you and Gateway Bank. If a negotiated settlement cannot be reached, AFCA will make a determination.

How to contact the Privacy Commissioner

If your complaint is about the privacy of your personal information and your complaint cannot be resolved by Gateway’s Complaints Officer or the AFCA, you may complain to the Federal Privacy Commissioner.