When you lodge a complaint, we commit to do our best to address your complaint immediately in a fair and transparent manner. For us to respond to your complaint as quickly as possible, we will require your or your representative’s name and contact details at a minimum.
You can access our complaint resolution service via:
|Complaint Resolution Service
|Member Comment Form
|1300 302 474
|Level 10, 68 York Street
Sydney NSW 2000
|The Complaints Officer
GPO Box 3176
Sydney NSW 2000
|National Relay Service
|Voice Relay 1300 555 727
TTY 133 677
If you need assistance in lodging your complaint, please contact us directly and we will help guide you through the process.
If you lodge a complaint over the phone or in person at the branch, our staff are equipped to attempt to resolve your complaint on the spot. If they are unable to resolve your complaint, they will refer your complaint to the relevant department.
All complaints received are recorded in our complaints register along with outcomes that may lead to improvements in our policies, systems, and procedures.
If your complaint is not resolved to your satisfaction and you wish to pursue your complaint further, you may contact the Australian Financial Complaints Authority (AFCA) or the Federal Privacy Commissioner.
If you believe we have breached the Customer Owned Banking Code of Practice and if the complaint does not involve a claim that you have suffered loss or detriment, if we are not able to resolve your complaint to your satisfaction you can report it to the Code Compliance Manager on
1800 367 287.
AFCA is the external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
|The Australian Financial Complaints Authority (AFCA)
GPO Box 3
MELBOURNE VIC 3001
|1800 931 678
Generally, AFCA will ask you to try and resolve your complaint with Gateway in the first instance.
AFCA will investigate your complaint (if it falls within their Rules) and facilitate a negotiated settlement between you and Gateway Bank. If a negotiated settlement cannot be reached, AFCA will make a determination.
If your complaint is about the privacy of your personal information and your complaint cannot be resolved by Gateway’s Complaints Officer or the AFCA, you may complain to the Federal Privacy Commissioner.
|Federal Privacy Commissioner
|1300 363 992
|GPO Box 5218
Sydney NSW 2001