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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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 or a product or service we have provided to you, you should contact us. If you are not satisfied with the information or response given to you by one of our staff, you should ask to speak with the Team Lead or Branch Manager.
2. Member complaint register
If the matter cannot be resolved immediately, we will enter the complaint in our internal Member complaint register and acknowledge receipt of your complaint to you within two (2) working days, update you of progress and an outcome. Our complaints register is reviewed by management on a regular basis.
3. Senior Manager, Retail
If you are still not satisfied that the matter is resolved, you should write to our Senior Manager, Retail (SERVICE ONE, Locked Bag 1, DEAKIN ACT 2600).
4. Internal Dispute Review Panel
If the Senior Manager, Retail 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 available so that any concerns you may have about SERVICE ONE are addressed promptly. Your complaint will then be fully investigated and a decision made on the matter. 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.
5. Customer Advocate
If you are not satisfied with the response provided by SERVICE ONE, you do have the option of referring the matter to Bendigo Bank's Customer Advocate. As an authorising licensee of SERVICE ONE, Bendigo Bank's Customer Advocate will impartially assess your complaint, keep you informed of the progress and provide you with a response.
Bendigo Bank's Customer Advocate can be contacted by:
Phone: 1300 139 572 (+61 3 5485 7919) between 8.30am and 5pm Victorian time, weekdays
Post/letter: write to Customer Advocate, PO Box 480, BENDIGO VIC 3552
The Customer Feedback Management Policy is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.
Alternatively (or following consideration by the Customer Advocate), you may refer your complaint directly to the relevant External Dispute Resolution Scheme.
6. Financial Ombudsman Service (External Dispute Resolution Scheme)
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:
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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