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Home / About / Member Commitment / Complaints and Dispute Resolution

Complaints & Dispute Resolution

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Gateway Bank strives for best practice in providing quality service to Members however there may be times when we don’t satisfy you. When this happens we would like the opportunity to put things right.

We believe that by listening to your complaint we may be able to identify a way to improve our service. Our dispute resolution procedure is free. It does not affect your legal rights. 

Member Comment FormDownload Brochure

If you have a complaint...

Alternatively, complete our Member Comment Form and mail it together with any supporting documents to:

The Complaints Officer
GPO BOX 3176
Gateway Bank
SYDNEY NSW 2001

Steps we take to resolve complaints

  • If you lodge the complaint by telephone, the person you are speaking with will try to resolve it, or transfer you to the relevant section in Gateway
  • If the relevant section cannot resolve your matter, it will be referred to the Complaints Officer
  • If you lodge the complaint by any other means it will be directed to the relevant section in Gateway
  • If the complaint cannot be resolved by the relevant section, it will be referred to the Complaints Officer
  • The Complaints Officer will try to resolve the problem immediately however, sometimes it will be necessary to make investigations and you may need to provide us with supporting documentation
  • You will receive a written response advising you of a decision within a timeframe of 21 days of receipt of your written complaint
  • If additional time is required to make a decision, you will be notified and advised that a further period not exceeding 21 days is required
  • It is our belief that with open communication, the vast majority of cases will never reach this stage. However, if the matter has not been resolved to your satisfaction and you wish to pursue your complaint further, you may contact The Australian Financial Complaints Authority (AFCA). 
The Australian Financial Complaints Authority (AFCA)
Head Office
GPO Box 3
MELBOURNE VIC 3001
Email
Telephone
1800 931 678
Website

 

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 Privacy Commissioner on 1300 363 992 or www.oaic.gov.au.

If you believe we have breached the Customer Owned Banking Code of Practice (previously known as the Mutual 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 our satisfaction, you can report it to the Code Compliance Manager on 1800 367 287