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We’re committed to making sure our customers have the best experience possible. If you have any feedback for us, we would like to hear from you.

Feedback can be given:

Great Southern Bank - Customer Advocacy

GPO Box 100
Brisbane QLD 4001


If you have a complaint, please contact us and we will try and resolve your complaint simply and quickly. Please take note of the information below which outlines how we manage complaints.

How do I lodge a complaint?

You can lodge a complaint in any of the following ways:

Great Southern Bank - Customer Advocacy

GPO Box 100
Brisbane QLD 4001

Please advise us if you require an interpreter or have any special requirements.

Initial Resolution

We will acknowledge your complaint within 1 business day and provide you with details on who is dealing with your complaint and how you can escalate your complaint if you are unsatisfied.

We will endeavour to resolve your complaint within 5 business days. We may need time to gather information or investigate what has occurred to resolve your complaint. Your contact person will advise you of the steps being taken and will keep you updated on the progress of your complaint.

How can I escalate my complaint?

If your complaint is not resolved within 5 business days, you can refer your complaint to our Customer Advocacy team.

The Great Southern Bank Customer Advocacy team aims to settle all complaints fairly and promptly. The Customer Advocacy team will provide you with regular updates and explain Great Southern Bank’s proposed resolution to your complaint. The team will also advise you of your rights if you are not satisfied with the proposed resolution of your complaint. Great Southern Bank will provide you with an outcome within 21 calendar days from when we received your complaint.

You can also escalate your complaint to the Customer Advocacy team if you are unsure about who to contact or are not satisfied with the progress of your complaint.

You can contact the Customer Advocacy team:

  • Online: Lodge your complaint with Customer Advocacy
  • By telephone: Call the Customer Advocacy team on 07 3552 4743
  • By email to:
  • By letter to:
Great Southern Bank - Customer Advocacy

GPO Box 100
Brisbane QLD 4001

What if I am not satisfied with Great Southern Bank’s proposed resolution?

We’ll do everything we can to resolve things internally for you in a fair and timely manner. If you are not satisfied with our response, you can refer your complaint to External Dispute Resolution (EDR).

Great Southern Bank is a member of the Australian Financial Complaints Authority (AFCA) which is an independent EDR Scheme approved by the Australian Securities and Investments Commission.

AFCA can be contacted by Australian customers:

  • Online: By submitting your complaint at
  • By telephone: Call on 1800 931 678 (9.00am-5.00pm, Monday to Friday, Sydney time)
  • By email: to; or
  • By letter to:
Australia Financial Complaints Authority

GPO Box 3
Melbourne VIC 3001


Great Southern Bank’s focus will be to:

  • Genuinely hear complaints;
  • Treat complainants with respect;
  • Resolve complaints in a fair manner; and
  • Properly inform complainants of the process and timing of the steps Great Southern Bank is taking to resolve the complaint.

Great Southern Bank customers are encouraged to contact us about issues that affect them. During any complaint, Great Southern Bank staff have the right to dignity, physical and emotional safety, and respect.


Our Great Southern Bank Group APP Privacy & Credit Information Policy contains information on how you can access and correct your information and how to complain if you believe we’ve breached our privacy obligations. It also provides details on how we manage and protect your information.