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Complaints & Dispute Resolution


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

Steps we take to resolve complaints

The Australian Financial Complaints Authority (AFCA)
Head Office
GPO Box 3
1800 931 678


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

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