Text alternative - Resolution of disputes flow chart

Customer Relations Department reviews the dispute and offers resolution.

The Bank has a Customer Relations Department that resolves and monitors disputes, which cannot be resolved to the satisfaction of the customer by line staff. Sometimes customers contact this department directly.

Under the CBP, banks must complete their investigation and advise the customer of an outcome within 21 days of becoming aware of the dispute. The Bank's Customer Relations Department aims to provide a response within 10 working days.

If more time is needed, the customer must be notified and a resolution reached within 45 days in accordance with the CBP. The Customer Relations Department allows 30 days to reach a decision on more complex matters that cannot be resolved within 10 working days.

If the resolution is satisfactory to the customer, no further action is required. Otherwise, continue to the next step in the process.

Customer seeks independent review by the customer relations department.

If the independent review results in a resolution that is satisfactory to the customer, no further action is required. Otherwise, continue to the next step in the process.

Customer contacts the Australian Banking Industry Ombudsmen.

The CBP requires all banks to have available for customers an external impartial process for resolving disputes. The Customer Relations Department advises customers to contact the Australian Banking Industry Ombudsman if they have been unable to resolve a dispute to the customer's satisfaction. The Australian Banking Industry Ombudsman acts on the customer's behalf with the Bank.