Suggestions and Compliments

Happy with your SERVICE ONE experience? Have a suggestion?

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 SERVICE ONE's difference. We welcome your comments and suggestions.

We appreciate you taking the time to assist us with our focus on continual improvement and quality Member service.

Our aim is to provide 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.

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Complaints

Below is the process we adopt to resolve complaints. This will give you a sense of the measures we have put in place to have issues resolved and the options available to you.

1. Making a Complaint

If you have a query or complaint relating to the operations of your account, you should contact us. If you are not satisfied with the information of response given to you by one of our staff, you should ask to speak with the Team Lead or Branch Manager.

If you are still not satisfied that the matter is resolved, you should write to our Manager, Member Relations (SERVICE ONE Members Banking, Locked Bag 1, DEAKIN ACT 2600). If the Manager, Member Relations cannot resolve the matter to your satisfaction, you may refer the matter to SERVICE ONE's internal Dispute Review Panel. Our internal Dispute Review Panel is developed so that any concerns you may have about SERVICE ONE are addressed promptly and also come to the attention of management.

2. How To Use Our Dispute Resolution Procedure

If after following all avenues in step 1, your complaint has not been satisfactorily resolved you may wish to take the matter further.

3. Dispute Notification

We will enter the dispute in our internal Member complaint register and acknowledge receipt of your complaint to you within two (2) working days.

4. Dispute Investigation

Your complaint will then be fully investigated and a decision made on the matter.

5. How You Will be Informed of the Outcome

In the majority of cases you will be advised of the outcome in writing within ten (10) working days. Should there be exceptional circumstances causing a delay we will advise you.

6. Financial Ombudsman Service

If however, in spite of our best efforts, you are still not satisfied, you have access to the Financial Ombudsman Service (FOS). The FOS independently and impartially resolves disputes between consumers, including some small businesses, and participating financial services providers. The FOS can be contacted via:

Financial Ombudsman Service
GPO Box 3
MELBOURNE VIC 3001
Phone: 1300 780 808, (03) 9613 7366
Fax: (03) 9613 6399
Email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it (general enquiries only)
Website: www.fos.org.au

If, after reading our complaint process, you wish to send us information online regarding your complaint, please use the feedback form.

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