Compliments

We're committed to providing superior, genuine, personalised service. If you’ve had a great experience at Queensland Country, we'd love to hear about how we went the extra mile for you. Connect with us on social media or leave a product review. Fear not, all captured reviews are sent onward to relevant teams and persons, and it really makes our day to hear your wonderful stories.

You can also send an email to [email protected], call on 1800 075 078 or contact your nearest branch and we'll pass on your compliments to those involved.

Complaints

At Queensland Country Bank, we are committed to providing our Members with the best possible experience. We want to know if you are unhappy with our products, services, staff, a decision we have made or even the way we have handled your complaint. You can keep reading, or download our complaints handling guide PDF. 

At Queensland Country Bank we put people first

  • We are genuine – your complaint will be managed fairly, courteously, and objectively with empathy and respect
  • We are responsive – wherever possible we will seek to resolve your complaint on the spot or we will inform you if we need more time
  • We are straightforward – we will make the complaint process simple. We will escalate complaints that cannot be resolved straight away on your behalf
  • We are responsible – if we are not able to resolve your complaint to your satisfaction, we will advise you of this in writing, giving our reasons
  • We are a member of the Australian Financial Complaints Authority (AFCA). This is a free external dispute resolution scheme. We will make sure you know when and how to access AFCA
  • We will learn from your complaint. We continually seek ways to improve our products, systems and service

 

Customer Owned Banking

The Queensland Country Bank Internal Disputes Resolution process complies with the standards and requirements approved by ASIC including Regulatory Guide 271. As a proud Member-owned bank and subscriber to the Customer Owned Banking Code of Practice (COBCOP), where the COBCOP sets a higher standard in terms of responding to Member complaints we will adopt that standard

How can I make a complaint?

Making a complaint is simple, easy, and free. Talk to us. The first thing to do is to reach out to one of our friendly team.

In person:

Speak to us in branch

Freecall:

Call the contact centre on 1800 075 078

Email:

[email protected]

Write:

 

Queensland Country Bank Complaints

PO Box 679

Aitkenvale

QLD 4814

Do you need extra help making a complaint?

We want our complaints process to be straightforward and accessible to all. If you need any extra assistance in making a complaint, please let us know.

Deaf icon

If you’re deaf, hard of hearing and/or have a speech impairment, please call 133 677 or visit the National Relay Service

Plain english icon

A plain English version of our complaints process is available in all branches and on our website.

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You can also choose to have a representative assist you or lodge a complaint on your behalf.

You can also choose to have a representative assist you or lodge a complaint on your behalf.

What happens next?

Acknowledge & Assess

We will acknowledge your concern and, wherever possible, we will attempt to resolve your complaint on the spot.

Investigate

Sometimes we may be unable to resolve your complaint to your satisfaction straight away. When this occurs, we will refer your complaint to the relevant manager, which will usually be your branch manager, for further investigation. In this instance, we will do all we can to get back to you within five (5) business days of you making your complaint.

Respond

If we are unable to have a satisfactory response within five days, we will communicate that with you, and within 21 days of you making the complaint, we will provide you with our findings and decision in writing. If we require more time, we will let you know.

Queensland Country Bank is obligated to provide you with a response within the following timeframes:

 

Complaint type

 

 

Response timeframe

General complaints

21 Days

Credit related complaints involving default notices

21 Days

Credit related complaints involving hardship notices or request to postpone enforcement proceedings

21 Days*

Complaints regarding your Retirement Savings Account (RSA) held with us

45 Days

Complaints about RSA Death Benefit Distributions

90 Days**

Complaints governed by card schemes (such as disputed transactions)

Specific card scheme rules apply

*Exceptions apply if we do not have sufficient information to make an informed decision or if we reach an agreement with you.

**This time period commences after the expiry of the 28 calendar day period you have for objecting to our proposed death benefit distribution.

 

Important note:

If the maximum timeframe for response has passed, you may lodge a complaint with AFCA even if we have advised you that we are still working on it.

 


If you are not satisfied with our final decision you may lodge a complaint, free of charge, with the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution scheme and can be contacted via the following channels:

We support your right to review

Online:

afca.org.au

Email:

[email protected]

Phone:

1800 931 678

Write:

 

Australian Financial Complaints Authority

GPO Box 3

Melbourne

VIC 3001

Time limits may apply to lodge a complaint with AFCA so you should act promptly. Consult the AFCA website to find out if, or when, the time limit relevant to your circumstances expires.