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Member Complaints Policy.

As a 100% member-owned bank, we strive to go beyond for our members.

The purpose of this policy.

As a 100% member-owned bank, we strive to go beyond for our members. We take pride in everything we do and strive to exceed our members expectations by always doing the right things the right way. We listen to our members and regard complaints as improvement opportunities.

The purpose of this policy is to outline our commitment to resolving complaints in a fair, timely and consistent manner.

Member Complaints Policy.

Current as of 14 May 2026.

Abbreviations.

  • AFCA / Australian Financial Complaints Authority
  • ASIC / Australian Securities and Investments Commission
  • COBA / Customer-Owned Banking Association
  • COBCOP / Customer-Owned Banking Code of Practice.

Resources.

There are a number of resources that can be referred to in relation to member complaints. These include:

 

Definition.

A complaint is defined in Regulatory Guide RG 271 as:

[An expression] of dissatisfaction made to or about an organisation, related to its:

  • Products;
  • Services;
  • Staff;
  • or the handling of a complaint;

where a response or resolution is explicitly or implicitly expected or legally required.

Policy.

We take complaints seriously and are committed to handling all internal and external complaints fairly, efficiently and in accordance with applicable laws, regulations and industry codes.

Our approach to complaints handling reflects our commitment to improving member experiences and continuously strengthening our services and business practices.

We will:

  • Handle complaints promptly, transparently and within required regulatory and Code timeframes.
  • Keep members informed throughout the complaint process and resolve complaints as soon as practicable.
  • Provide fair and appropriate resolutions, which may include an explanation, apology, corrective action or, where applicable, financial remediation.
  • Where it is determined we are at fault and a member has suffered financial loss, seek to restore the member to the position they were in prior to the issue occurring, so far as practicable.
  • Take reasonable steps to identify and manage vulnerability, and to reduce any additional risk or detriment to the member.

Complaints Raised via Representatives. 

Where a complaint is made through a representative, we will take reasonable steps to confirm that the representative is appropriately authorised by the member.

We may decline to deal with a representative where:

  • We are directed or required to communicate directly with the member;
  • We reasonably believe the representative is not acting in the member’s best interests;
  • The representative is no longer authorised to act for the member;
  • We reasonably believe the representative is acting in a misleading or deceptive manner; or
  • The representative has been excluded by AFCA from representing complainants at the time the complaint is being handled.

Internal Complaints. 

What is an internal complaint?

An internal complaint is any member complaint received through any means where we can reasonably identify the complainant. This includes in person, over the phone, in writing, from our website or through social media.

Our aim is always to work with our member to provide a resolution to the complaint. We may need to seek additional information and, if required, we may complete an investigation. We will be transparent throughout the process and provide regular updates.

How to make an internal complaint.

Acknowledgement and resolution timeframes.

Our timeframe to acknowledge a complaint starts as soon as it is received by us, whether verbally or in writing.

Our aim is to acknowledge all internal complaints within one business day of receiving the complaint. If the complaint is received by us in person or over the phone, we will acknowledge it on the spot. All other complaints including Social Media, Secure Messages, emails and complaints submitted in writing will be acknowledged within one business day of receipt. If the complaint is received outside of business hours, we will respond the next business day.

We will endeavour to respond with a resolution to a members complaint as soon as practicable but within the following prescribed regulatory and code maximum timeframes:

Complaint type Maximum timeframe for internal complaints
Standard complaints Within 21-days, or where more time is required, no later than 30 calendar days after receiving the complaint. Where more than 21-days is required, we will advise our member prior to this time.
Credit-related complaints involving default notices, hardship notices or requests to postpone enforcement proceedings No later than 21 calendar days after receiving the complaint.

 

If we are unable to meet a prescribed timeframe, we will:

  • Inform the member of the delay and the reasons for it
  • Advise the member of their right to refer the complaint to the Australian Financial Complaints Authority (AFCA)
  • Where applicable, report compliance breaches in accordance with Code and regulatory reporting obligations, including to COBA through the Annual Code Compliance submission and to ASIC.

Resolving a complaint.

We will use our best endeavours to resolve the complaint in a fair and timely manner. The person who receives the complaint will maintain ownership of it unless the member requests otherwise, or the circumstances of the complaint warrant an alternative person handling it. From time to time, at the request of the member, we may escalate the complaint to our leadership team for the purpose of ensuring a satisfactory resolution.

In most cases we will provide a resolution on the spot or within a few business days. Should this not be possible, and the complaint will take longer than 21-days to resolve, we will let you know. We will resolve the complaint within the prescribed regulatory timeframes set out in the above table.

Should the member not be happy with the outcome of their complaint in the first instance, they can request a review by a senior leader at Beyond Bank. This will not extend our maximum timeframe for responding to the complaint. Alternatively, the member can engage AFCA for additional assistance.

We will respond in writing.

We will provide a written response to your complaint when:

  • Our investigation cannot be completed within 5 days.
  • We expect our investigation to exceed 21-days.
  • The complaint has not been resolved within 30 days (or relevant timeframe) – we will advise of the right to escalate the complaint to AFCA.
  • The complaint relates to a hardship application.
  • The member has requested a response in writing.

Investigation and resolution.

We will assess all complaints fairly, equitably and without bias through our complaints handling process, giving proper consideration to the issues raised by the member.

We will take reasonable steps to investigate complaints as required, which may include a review of relevant information, systems, records and staff actions. Where necessary, we may request additional information from the member to support our assessment.

Our objective is to resolve complaints in a timely manner, within applicable regulatory and Code timeframes, and in a way that is fair and appropriate to the circumstances.

Resolution outcomes may include an explanation, apology, corrective action and/or other appropriate steps to address the issue. Where we determine that we are at fault and a member has suffered financial loss, we will seek, as far as practicable, to restore the member to the position they were in prior to the issue occurring.

Employee conduct. 

We hold our employees to high standards under our Code of Conduct, core values and legal obligations. Where a complaint identifies employee behaviour that does not meet our standards, appropriate coaching, support or corrective action will be taken.

External Complaints.

What is an external complaint?

An external complaint is any complaint that has been referred to AFCA. A member can escalate their complaint to AFCA when they are dissatisfied with our response to the internal complaint or if we have not responded to the internal complaint within the regulatory timeframes outlined earlier in this document (for most complaints this is 30 days).

AFCA is a free, fair and independent body that considers complaints about financial products and services. AFCA has the power to make decisions to resolve complaints that are binding on the financial institution. AFCA has a set of principles that ensure they act in a way that is fair to all parties.

We are committed to investigating and resolving complaints and encourage our members to always approach us in the first instance. If a complaint is lodged with AFCA first, they will direct the member back to us so that we have the opportunity to resolve the matter.

Our External Dispute Resolution Manager oversees all complaints submitted to us through AFCA. This designated officer independently reviews the complaint and works with AFCA to formulate a final resolution.

How to contact AFCA.

Should a member wish to escalate a complaint to AFCA, the contact details are:

 

Definitions. 

Authorised representative

A person nominated by a member of Beyond Bank Australia Ltd and appropriately authorised to act on their behalf in negotiating a complaint. The authorised representative may be a friend, family member, financial counsellor, solicitor, community worker or carer.

Complaint

As defined in Regulatory Guide 271:
[An expression] of dissatisfaction made to or about an organization, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

Social Media

Any social media platform including but not limited to X (formerly Twitter), Instagram, Facebook, review sites.

We / Our / Us    

Beyond Bank Australia Ltd, its subsidiaries and employees.

You / Your

A member of Beyond Bank Australia Ltd or their authorised representative.