We acknowledge that at times we may fall short of your expectations and we would like the opportunity to hear about it.  We would also love to hear from you when we have done something that exceeded your expectations. You can contact us in any of the following ways:

  1. Over the phone, by calling our Contact Centre on 13 29 30
  2. In person, by visiting one of our branches
  3. Online, by completing our online Complaints or Compliments form
  4. By fax, on (07) 3252 7053
  5. By post:

    Customer Relationships
    QT Mutual Bank Limited.
    P.O. Box 929
    Fortitude Valley QLD 4006

In the first instance, we will attempt to resolve your problem right away.  If this is not possible, we will let you know and will do our best to resolve it within 5 working days.  If we still need more time we will advise you and keep you informed of our progress.

A printable Complaints and Compliment Guide is available by clicking this link

Need another Option?

We genuinely want all our members to have an exceptional banking experience and will try to remedy any concerns you have to alleviate the need for you to go to the Ombudsman. In fact, the Financial Ombudsman Service will encourage you to resolve the issue with us first. However, if you are not happy with the resolution provided to you in the previous instances you can refer your complaint externally to:

Financial Ombudsman Service Australia (FOS)
GPO Box 3, Melbourne VIC 3001
Telephone: 1800 367 287
Facsimile: (03) 9613 6399