Our dispute policy
1300 665 553
Email usWoolworths Team Bank (WTB) offers our members an internal dispute resolution procedure that is readily accessible and free of charge.
Let's talk about it
The simplest way of solving a problem is to talk to someone about it. If you are unhappy about something to do with a product or service, we would like to hear about it.
Our staff are trained to efficiently and courteously deal with all types of problems. So do not hesitate to speak to our staff if something is troubling you. We’d like to know about anything which affects the relationship you have with us.
Who do you contact?
- calling: 1300 665 553
- emailing: complaints@woolworthsteambank.com.au
- mail to: Disputes Officer, Woolworths Team Bank, 522-550 Wellington Road Mulgrave, VIC 3170
What happens when you make a dispute?
We aim to acknowledge your dispute within 1 business day. When we do so, we will also let you know how you can obtain general feedback and progress/status reports of the dispute.
We will investigate your dispute and contact you if we need more information. When we complete our investigation, we will let you know the outcome.
How your dispute may be resolved will depend on your dispute.
How will you notify me of the outcome?
We will ring or write to you notifying you of the outcome. If this is not in your favour, we will write to you telling you:
- the reasons for the decision
- about the evidence we relied on in reaching our decision
- about the consequences of the decision for you
- about what further action you can take
How long will it take?
Frequently, disputes are simple cases of confusion or misunderstanding which can be sorted out to everybody’s satisfaction very quickly.
However, not all disputes can be dealt with quickly. Our supervisor or manager will advise you if he or she is unable to resolve your dispute by the next business day. Our aim is to have your dispute resolved within 14 days, although in more complex cases (e.g. a dispute about a card transaction overseas) we may need up to 30 days. If this happens, we will write to you advising of this.
What further options do you have?
If you are not satisfied with the final outcome of your dispute, or if we fail to resolve your dispute within 30 days, you may pursue the matter further with the Australian Financial Complaints Authority (AFCA). You can submit a dispute to the Australian Financial Complaints Authority:
- on their website: www.afca.org.au
- by emailing: info@afca.org.au
- in writing: Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne, VIC 3001
- by calling: 1800 931 678 (Freecall)
