Unity Bank 1300 36 2000
Reliance Bank 13 24 40
International +61 2 8263 3200
8.00 am to 7.00 pm AEST, Monday - Friday
The Call Centre is not available on National Public Holidays, hours are subject to change on NSW Public Holidays.
Below is a list of helpful contact options for assistance.
We want to get it right... you can help us with your feedback. The ability to have 'your say' is an important part of the Bank's difference. We welcome your comments and suggestions.
Use our online general enquiry form to provide us with your suggestions. We appreciate you taking the time to assist us with our focus on continual improvement and quality member service
Our aim is to always provide quality service and to meet your needs. Where you feel there is room for improvement or you have a concern or an issue that needs to be addressed - please let us know. We welcome the opportunity to resolve your concerns.
1. Making a Complaint
The Bank has developed an internal process so that any concerns you may have about your Bank are addressed promptly and also come to the attention of management.
In most instances, your concerns or complaints can be settled to your satisfaction by simply making us aware of them. Details of how to contact us are below. If the staff member is unable to handle the matter they will refer your problem to the appropriate person. The majority of cases are resolved to the Member's satisfaction at this stage.
2. How To Use Our Dispute Resolution Procedure
If after following all avenues in step 1, your complaint has not been satisfactorily resolved you may wish to take the matter further. If so, you will need to complete a Member Complaint form; we will provide this when you ask.
3. Dispute Notification
We will enter the dispute in our internal register and acknowledge receipt of your complaint to you within two (2) working days.
4. Dispute Investigation
Your complaint will then be fully investigated and a decision made on the matter.
5. How You Will be Informed of the Outcome
In the majority of cases, you will be advised of the outcome in writing within twenty-one (21) working days. Should there be exceptional circumstances causing a delay we will advise you.
6. Australian Financial Complaints Authority (AFCA)
If however, in spite of our best efforts, you are still not satisfied, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). The AFCA provides fair and independent financial services complaint resolution that is free to Members.
Contact details are as follows:
In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complaints lodged to AFCA. So you should act promptly or otherwise go to the AFCA website to find out if or when the time limit relevant to your circumstances expires.
To find out more about dispute resolution please download the following dispute resolution guide.
For information on transaction disputes, please visit Transaction Disputes.
We welcome the opportunity to discuss your concerns with you.
Unity Bank strongly encourages and believes in a culture which allows employees and others to speak up about issues or conduct that concerns them. This may include anything from improper conduct to seeing or noticing something which just doesn’t feel quite right.
Unity Bank provides various avenues and support to anyone who wishes to raise concerns. This could be as simple as one of our employees having an informal discussion with their manager, through to using a variety of other trusted channels to make speaking up a safe environment.
Identifying potential problems and risks allows the Bank to continue to improve the way we do business and provide the best possible service to our Members.
To find more information about our Whistleblower Policy, please click here.