Customer Owned Banking Code of Practice

Code of Practice

Over 4 million Australians are members of mutual banks and building societies.

We meet the same regulatory standards as the big four banks and are strong and responsible financial service providers.

What is the Customer Owned Banking Code of Practice?

The Customer Owned Banking Code of Practice is a voluntary code of practice for credit unions, mutual banks and building societies in Australia. The aim of the Code is to ensure subscribing organisations are fair and ethical when dealing with their customers. As part of our ongoing commitment to our Members, Gateway is pleased to subscribe to the Code. In doing so, we strive to ensure that our products and services are easy to understand and that we always behave in a fair and ethical manner.

Our 7 key promises to Gateway Customers

1. We will deliver banking services in the interests of our customers.
2. We will obey the law.
3. We will not mislead or deceive.
4. We will act honestly and fairly.
5. We will offer products and services that are fit for general purpose.
6. We will deliver services with reasonable care and skill.
7. We will contribute to our community.

Code Compliance Committee (CCC)

The CCC ensures better code compliance and promotes improved outcomes for customers. If you believe that we have breached the Code, you can make a complaint to us.

If we are unable to resolve a complaint to your satisfaction, and the complaint does not involve a claim that you have suffered loss or detriment, you can refer your complaint to the Code Compliance Committee:

• By phone - 1800 931 678
• By mail - PO Box 14240, Melbourne VIC 8001
• By email - info@codecompliance.org.au
• Online - Code Compliance Committee Mutuals