We value your feedback and appreciate hearing from our customers. If you’d like to share a compliment, suggestion, or general feedback, please email us at info@betterchoice.com.au

If you have a complaint regarding Better Choice, we appreciate the opportunity to investigate the circumstances and take the required steps to achieve resolution of the issue you have raised.

You can always call us on 1300 265 226 (Monday to Friday 7am-5pm AWST) to discuss your complaint.

Alternatively you may prefer to use one of the following methods:

Email: complaints@bnk.com.au
SecureMail: via your Internet Banking

By mail to:
Attn: The Resolutions Officer
BNK Banking Corporation Ltd
PO BOX 7030,
Cloisters Square, WA 6850.

Please try to provide as much detail as possible about your complaint so that we may assist you accurately and efficiently.

We will acknowledge receipt of your complaint within 1 business day. We will treat your complaint fairly and will endeavour to resolve your complaint within 5 business days. If further investigation is necessary it may take longer than 30 calendar days (or 21 days for complaints relating to financial hardship or enforcement), we will ensure to inform you of the delay and will provide updates throughout the process.

Our Complaints Policy explains;

• how you may lodge a complaint;
• our key steps for dealing with complaints, including acknowledgement, assessment and investigation;
• response timeframes; and
• making a complaint to the Australian Financial Complaints Authority (AFCA) where you are unhappy with our resolution.

If you are not satisfied with the investigation of your complaint and resolution offered, you can have your complaint reviewed by Australian Financial Complaints Authority (AFCA). You can lodge your complaint through the following options:

Phone: 1800 931 678 (Freecall)

Email: info@afca.org.au

Website: www.afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

Other options may be available to you.  You may wish to get legal advice from your community legal centre or Legal Aid.

You can also contact ASIC, the regulator, for information on 1300 300 630 or through ASIC’s website at www.asic.gov.au.

If you have a complaint about the way we manage your personal information, you can make a complaint to the Office of the Australian Information Commissioner (OAIC).

Call: 1300 363 992

Email: enquiries@oaic.gov.au