Anyone can contact us to allege a customer owned bank has breached the Customer Owned Banking Code of Practice.
For us to investigate a matter, at a minimum the:
Download the Customer Owned Banking Code of Practice (PDF, 689 KB, 32 pages)
We cannot accept your concern when:
Try to resolve the matter with your customer owned bank. If you are unable to do so, contact its external resolution scheme – the Australian Financial Complaints Authority (AFCA).
AFCA provides consumers and small businesses with fair, free and independent dispute resolution for financial complaints.
We don’t have this power. The Australian Securities and Investments Commission regulates customer owned banks’ licenses and has the power to issue fines and penalties in some cases.
Only courts, tribunals and similar forums have these powers.
We will adopt the finding of that forum.
In some cases an alternate forum may be better placed to investigate the matter. For example, the office of the Australian Information Commissioner is a more suitable forum to investigate privacy concerns.
Call us on Tel 1800 931 678 (a free call telephone service provided by AFCA) and ask to speak with our Investigations Manager, or email us.