Compliments and Complaints

We value your feedback

As a member owned financial institution, The Mutual Bank is committed to delivering the highest standard of care, service, and support to our members. We welcome all feedback, whether it’s a compliment, suggestion, or complaint. Your feedback is highly valuable to us. It helps us to continuously improve our products and services.

Talk to us about your compliment

To share your positive experience, or to suggest a new idea for consideration, we encourage you to let us know so that we can share it with the applicable staff member or team at The Mutual Bank. You can provide your feedback by phone, email, in person at a local branch, on social media, or via our website contact form.

Talk to us about your complaint

If you have a complaint, we encourage you to contact us as soon as practicable so that we can resolve the issue immediately or refer you to a member of our Complaints Handling Team. There are many ways that you can register your complaint with The Mutual Bank as provided below.

We take all complaints seriously and have a robust complaint management and dispute resolution process in place to address complaints. If our Member Services Team are unable to resolve your complaint on the spot, the matter will be referred to a member of our Complaints Handling Team for further investigation. More information about our complaints handling process is detailed below.

Our complaint handling principles

1. Making a complaint is free of charge and is an easy process for our Members and others.
2. We take the time to listen to understand the issue or concern.
3. We handle all complaints honestly, consistently and fairly.
4. We consider the complainant's individual circumstances, such as vulnerability, and provide or recommend appropriate support.
5. Our Team Members are empowered to act with authority and integrity to resolve complaints quickly.
6. We investigate complaints thoroughly and without unnecessary delay.
7. We keep the complainant (or their representative) updated on the progress of their complaint by using plain English and considering any other forms of accessible communication they may need.
8. We provide acceptable resolutions to avoid the need for external dispute resolution or legal proceedings.
9. We provide quick and easy access to The Mutual Bank’s Member Advocate for future complaint review if required.
10. We co-operate with Australian Financial Complaints Authority to resolve any applicable complaints.
11. We learn from complaints and issues to prevent further impacts on our members and others.
12. We proactively identify and support vulnerable Members, ensuring their specific needs are met through the complaints process. Our Team Members are trained to provide tailored support, and we offer dedicated services to assist those Members.

Our complaint handling process

Accessibility and Communications Services

National Relay Service

If you are deaf or have a hearing or speech impairment, the National Relay Service (NRS) can help you to talk to us over the phone. Contact the NRS on a number below and ask for 1300 688 825:

• TTY – call 133 677 and ask for
• Speak & listen – call 1300 555 727
• SMS relay – text 0423 677 767

National Translating and Interpreting Service

If English isn’t your first language, you can speak to us using an interpreter by calling the National Translating and Interpreting Service on 131 450 and asking for 1300 688 825.

Visit Accessibility and communication services for more information and additional service options.