Your rights and how to enforce them The Code is part of a range of customer and guarantor protections, including those under Australian law. The types of protections that apply to you depend on what type of customer or guarantor you are, and what type of banking service you have. You are able to hold us to these commitments in a variety of ways including, but not limited to: Resolving complaints Internal Dispute Resolution (IDR) If you have a complaint about a banking service we have provided to you or think we have not met our obligations to you under the Code, contact us in the first instance. We will try to resolve your complaint through our IDR service. Australian Financial Complaints Authority (AFCA) If you are not satisfied with our response, you can make a complaint to AFCA if your complaint fits within their rules. We are bound to cooperate with AFCA in dealing with your complaint. AFCA decisions are binding on us. Lodging a complaint through our IDR service or AFCA is free of charge. Court action You may also be able to bring a court action to enforce your rights. You may wish to seek independent legal advice about this. However, you may wish to first attempt resolving your complaint via IDR or AFCA as these options are free and easy to access. The Banking Code Compliance Committee We have established an independent Code monitoring body, the Banking Code Compliance Committee (BCCC) to monitor our compliance with the Code. Further details on the BCCC’s role in Code monitoring, compliance, complaints, powers and sanctions can be found in the BCCC Charter bankingcode.org.au/about/the- committee/our-charter. Reporting to the BCCC As part of its role, the BCCC collects information about potential Code breaches, particularly issues that may be serious or systemic in nature. If you think we have breached a Code obligation you can report this to the BCCC: bankingcode.org.au/customers/ when-a-bank-breaches-the-code. The BCCC is not a complaints resolution body and does not have a role in addressing and remediating individual requests or complaints. There are other mechanisms in place for this, set out in the section above. Resourcing the BCCC The ABA will ensure that the BCCC has sufficient resources and funding to carry out its functions. Complying with requests of the BCCC We will co-operate and comply with all reasonable requests of the BCCC in the performance of its monitoring and investigative activities. For more information on the BCCC visit bankingcode.org.au 8 | ausbanking.org.au
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