customer feedback.

At ME, we’re committed to giving Australians great banking, with services that are easy to use and understand, backed up by quality customer service.

And that's why it’s good to hear from our customers: to find out what we’re getting right, as well as a heads up on what needs improving.

Whether you’re looking to offer a suggestion, pay us a compliment or lodge a complaint, we’d like to hear from you – we’re on 13 15 63, Monday to Friday 8am–8pm, or Saturday 9am–5pm (AEST).

Need to resolve an issue?

Step 1 – Get in touch

Let us know what’s going on – we’ll try to resolve your issue as quickly as we can:

  • Call our National Customer Contact Centre on 13 15 63, Monday to Friday 8am–8pm, or Saturday 9am–5pm (AEST), or
  • Send us a secure mail using internet banking.
  • Most of the time we should be able to fix your issue within five business days, but if your complaint looks like it’ll take longer to resolve, we’ll let you know so you’re not left hanging.

Step 2 – Fixed or not?

Hopefully we’ve managed to fix your problem by this point – but if you’re not happy with our resolution you can ask for a review by our Customer Relations team. Here’s how it’s done:

  • Contact the Customer Relations team here.
  • Send a secure mail using internet banking and ask to have your issue referred to Customer Relations.

More complex problems can take longer to resolve, but our Customer Relations team will give you a likely timeframe to get things back on track, and will keep you updated regularly.

Step 3 – Still dissatisfied?

We’re committed to helping our customers, and we do our best to reach a fair outcome in any dispute. But ultimately, there still may be times when an outcome that we’ve judged to be fair could leave a customer dissatisfied.

If this happens to you, know that you’ve still got options.

Customer Advocate

Our Customer Advocate exists to make sure ME’s customers are treated fairly, and to ensure their complaints are thoroughly investigated and fairly resolved.

If you’re not happy with the outcome from Customer Relations, you can ask the Customer Advocate to review the handling of your complaint. They’ll investigate whether the complaint resolution process was properly followed, and whether the outcome that was achieved was fair.

Here’s how to get in touch with our Customer Advocate:

  • Ask the Customer Relations case manager you’ve been dealing with to refer your case to the Advocate for review
  • Request review by the Customer Advocate via our online complaints form
  • Send a secure mail using internet banking and ask to deal with our Customer Advocate

Financial Ombudsman Service Australia

Another option is to get in touch with the Financial Ombudsman Service, an external organisation that resolves disputes between financial service providers and their customers.

The Financial Ombudsman Service will likely encourage you to resolve the matter with ME before they investigate your concerns.

Financial Ombudsman Service Australia

GPO Box 3
Melbourne VIC 3001
Telephone: 1800 367 287
Fax: (03) 9613 6399
Website: www.fos.org.au
Email: info@fos.org.au