Complaints | G&C Mutual Bank

You are invited to raise any concern or complaint you may have with G&C Mutual Bank. We will endeavour to understand your concerns and reach a resolution in a fair, prompt and efficient manner. This service is free of charge.

We have developed an internal process so that any concerns you may have about us are addressed promptly and are also brought to the attention of management where applicable. In most instances your concerns or complaints can be addressed by simply making us aware of them. Our Complaints and Dispute Resolution Guide explains the internal dispute resolution process at G&C Mutual Bank.

When you lodge a complaint, we commit to do our best to address your complaint immediately in a fair and transparent manner. If you wish, you can appoint a representative to deal with your complaint on your behalf, and we will ensure that all dealings on the matter are communicated through that person. For us to respond to your complaint as quickly as possible, we will require your or your representative’s name and contact details at a minimum.

You can access our complaint resolution service via:

Contact Details
Call us	1300 364 400 (9.00am - 5.00pm, weekdays)
From Overseas	+61 2 9307 5400
Visit us	Find your local Service Centre
Email us	info@gcmutual.bank
Mail us	PO Box A253, Sydney South NSW 1235
Lodge complaint online	Use our complaint form

What we will do to resolve your complaint

We’ll acknowledge your complaint

Most complaints can be resolved on the spot or within a few days.

We will acknowledge your complaint (generally by the next business day), give you a reference number, and let you know the name and contact details of the person who’s handling it as soon as we can.

We’ll assess the information we have and investigate the issues

Our staff members are trained to promptly deal with any member concerns in a courteous and efficient manner. Often problems relate to misunderstandings about products, services, or terms and conditions and can be resolved immediately. However, if this is not possible, your issue will be referred to one of our Complaints Officers. We’ll assess the information you give us, investigate the issues and work with you to find a fair solution.

We’ll let you know about our progress at least every 10 business days, unless it is resolved earlier or you agree to a different timeframe.

We’ll work with you to find a fair outcome

We’ll aim to provide a final response to your complaint as quickly as we can. If we're unable to do this within 30 days, we'll tell you the reason for the delay, give you a date you can expect to hear an outcome and continue to update you on our progress.

If your complaint relates to electronic payments (including ATM, EFTPOS, credit card transactions, online payments and BPAY) we’ll aim to respond within 21 days. If we’re unable to respond in time, we’ll let you know why.

How will you be informed of the outcome

If your complaint cannot be resolved immediately and is referred to a Complaints Officer, we will inform you as soon as we have reached a determination. We will notify you of the outcome of our investigations by phone, email or mail.

Should there be exceptional circumstances causing a delay we will advise you.

If we have not resolved your complaint

If we have not resolved your complaint to your satisfaction or you are not satisfied with our handling of your complaint, you may contact G&C Mutual Bank’s External Dispute Resolution (EDR) Scheme, the Australian Financial Complaints Authority (AFCA).

AFCA provides an independent financial services complaint resolution service that is free to consumers.

Australian Financial Complaints Authority (AFCA)
Head Office	AFCA GPO Box 3 Melbourne VIC 3001
Email	info@afca.org.au
Telephone	1800 931 678
Website	www.afca.org.au

Generally, AFCA will ask you to try and resolve your complaint with G&C Mutual Bank in the first instance.

AFCA will investigate your complaint (if it falls within their Rules) and facilitate a negotiated settlement between you and G&C Mutual Bank. If a negotiated settlement cannot be reached, AFCA will make a determination.

Time limits may apply to complaints lodged with AFCA. So you should act promptly or otherwise go to the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Additional Information