Feedback & Complaints

Feedback & Complaints

Avenue Bank is committed to delivering exceptional service and products for our customers. We strive to deliver exceptional service tailored to your needs but recognise mistakes happen or we might not meet your expectations. We value your feedback and see this as an opportunity to learn how to do things better.

How to send a complaint or feedback:

You can send a complaint to us via our email at feedback@avenuebank.com.au or by calling us at 1300 283 265. During the phone call or email we require the following information to be sent in order for us to best understand your feedback:

• Your name

• Your contact details including preferred contact phone number

• Types of product(s) currently held

• Details of the complaint including supporting documents

What happens once you send a complaint?

After we have received your complaint, we will send you a reference within one business day. Avenue Bank will provide a final written response resolution within 30 calendar days. During that time, our team do the below:

1. Make contact: We will reach out via the same channel you reached us on, if we require more information

2. Investigate the complaint: Our team will review your complaint in detail to gather all the details to understand what happened

3. Provide you with any updates: We will keep you in the loop of the latest relevant information

4. Let you know the outcome: When our team has gathered all the information, we’ll send a written response outlining all the steps taken to resolve the issue and how we have handled the situation.

Can you contact us anonymously?

You’re welcome to contact us anonymously or use a pseudonym with general comments or questions – however, if your enquiry is specific to an account (or relates to your personal information), we’ll need to identify you before we can engage in further discussions and correspondence.

What if we can’t resolve it?

There may be unforeseen circumstances which prevent us from proceeding with a resolution. If this is ever the case, you will be sent a IDR (Internal Dispute Resolution) delay notification before the 30-day period expires.

If you are dissatisfied with our response to your Complaint, or if we have not resolved it within the required timeframe, you can make a complaint to the Australian Financial Complaints Authority (AFCA) or the Office of the Australian Information Commissioner (OAIC).

You can contact AFCA via the below:

• Email: info@afca.org.au

• Phone: 1800 931 678

• Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001.

• Website: www.afca.org.au

You can contact OAIC via the below:

• Fax: 02 9284 9666

• Phone: 1300 363 992

• Mail: GPO Box 5218 Sydney, NSW, 2001

• Website: www.oaic.gov.au