On becoming a member of our bank, you're not just a customer, you're an owner!
We want to get it right and you can help us with your feedback. The ability to have your say is an important part of Australian Mutual Bank difference. We welcome your comments and suggestions. Email info@australianmutual.bank to provide us with your suggestions. We appreciate you taking the time to assist us with our focus on continual improvement and quality member service
Please fill out this form for card transaction enquiry.
For the investigation of Osko/Direct entry/BPay transactions please complete this form.
Our aim is to provide a quality service and to meet your needs. Where you feel there is room for improvement or you have a concern or an issue that needs to be addressed - please let us know. We welcome the opportunity to resolve your concerns.
Australian Mutual Bank has developed an internal process so that any concerns you may have about us are addressed promptly and also come to the attention of management. In most instances your concerns or complaints can be settled to your satisfaction by simply making us aware of them. Details of how to contact us are below. If the staff member is unable to handle the matter, they will refer your problem to the appropriate person. The majority of cases are resolved to members satisfaction at this stage. This brochure explains the internal dispute resolution at Australian Mutual Bank.
If after following all avenues in step 1, your complaint has not been satisfactorily resolved you may wish to take the matter further by completing our online enquiry form, by emailing complaints@australianmutual.bank or by calling us on 13 61 91.
Alternatively, you can address your complaint to:
Dispute Resolution Manager
Australian Mutual Bank
PO Box 881
Haymarket NSW 1240
We will enter the dispute in our internal register and acknowledge receipt of your complaint to you within one (1) business day.
Your complaint will then be fully investigated and a decision made on the matter.
If your complaint has not been resolved within 5 business days, we will write to you informing you of the progress. In the majority of cases you will be advised of the outcome in writing within fourteen (14) days. Should there be exceptional circumstances causing a delay we will advise you.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
You can contact the AFCA via:
