Feedback, Complaints and Dispute Resolution

If we've done something really well, if we haven't met your expectations in some way or if you have a complaint about a product, service, or the conduct of our staff or agents we’d love to hear from you.

We love your feedback as it's the most effective way for us to learn, helping us continue to improve our products and services and in turn improve your experiences with us.

Providing Feedback or Making a Complaint

You can provide feedback or make a complaint by telling a staff member or by using our Feedback Form. 

If your branch manager or the staff member you’ve been speaking to isn’t able to resolve your complaint, you can ask them to progress your complaint, or you can contact our Customer Service Manager. We’ll let you know in writing of the outcome of our investigation and the reasons for our decision.

Our Commitment to You

We aim to complete an investigation of all complaints within 21 days, provided we have received all the relevant information.

Sometimes we may need a little extra time but if this is the case, we will let you know within 21 days.

Unless there are exceptional circumstances we should complete an investigation within 45 days of receiving a complaint.

If we’re unable to process a complaint within 45 days, we will:

- inform you of the reasons for the delay

- provide you with monthly updates on progress with the complaint

- specify a date when you can expect a decision.


Get in touch with us in a way that suits you

Feedback & Complaints

When you talk, we listen

If we’ve done something really well, if we haven’t met your expectations in some way or if you have a complaint about a product, service, or the conduct of our staff or agents we’d love to hear from you.

We love your feedback as it’s the most effective way for us to learn, helping us continue to improve our products and services and in turn improve your experiences with us.

Get in touch as it suits you

You can send us an email to webenquiry@greater.com.au

  • Give us a call on 1300 651 400
  • Send us a fax on (02) 4921 9112
  • Post your feedback/complaint to the below address:

Customer Service Manager PO Box 173 Hamilton NSW 2303

Our commitment to you

We aim to complete an investigation of all complaints within 21 days, provided we have received all the relevant information. Sometimes we may need a little extra time but if this is the case, we will let you know within 21 days.

Unless there are exceptional circumstances we should complete an investigation within 45 days of receiving a complaint. If we’re unable to process a complaint within 45 days, we will:

  • inform you of the reasons for the delay
  • provide you with monthly updates on progress with the complaint
  • specify a date when you can expect a decision.

If you're unhappy with our decision

In the unlikely event that we’re unable to provide a satisfactory response to your complaint, you can ask our Disputes Committee to review it. If you are still not satisfied, you can contact the following external bodies that deal with privacy complaints. Subject to the dates referred to below, any of these bodies may forward your complaint to another external dispute resolution body if it considers the complaint would be better handled by that other body.

Who can you complain to? When you can complain to them

Credit & Investments Ombudsman

Online: www.cio.org.au

Email: info@cio.org.au

Phone: 1800 138 422

Mail: Credit and Investments Ombudsman
        Reply Paid 252
        South Sydney NSW 1234

Up to and including 31 October 2018

Australian Financial Complaints Authority

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

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

On or after 1 November 2018

Office of the Australian Information Commissioner

Online: www.oaic.gov.au

Email: enquiries@oiac.gov.au

Phone: 1300 363 992

Mail: Office of the Australian Information Commissioner
        GPO Box 5218
        Sydney NSW 2001

Whenever