Doing right by our customers
We regularly conduct reviews of our products and services to make sure we are delivering on our commitments for our customers.
What are we doing?
We know we don’t always get it right, but we are committed to fixing any mistakes we make and doing right by our customers.
You may hear this referred to as customer remediation.
If we’ve identified an issue with your account or service (either past or present) we will contact you via one or more ways which may include mail, SMS, email, phone, notification in e-banking or online form.
What does remediation mean for you?
If we identify an error with a product or service which has adversely impacted you, we will:
- fix the problem and stop more customers being affected
- communicate with you
- refund any money we owe you – including compensatory interest (if applicable)
- report the mistake to the relevant regulator (if applicable)
What information will you need to provide?
If you are entitled to a refund and hold an open eligible account.
No information will be required as we will pay the amount into the eligible account in your name.
If you do not hold an open eligible account.
We will ask you to provide details for another Australian bank account via our Customer Alternate Account Nomination Form so that we can process your refund. When we request this information, we may ask you to confirm or provide some personal details.
If we are missing important information relating to your account, but no refund is required to be paid.
We may contact you and ask you to provide the missing information. We may ask you to confirm or provide some personal details.
We will never:
- Ask you to provide your credit card number, PIN, e-banking password, or
- Request remote access to your computer or device.
If you believe you have received a suspicious message claiming to be from us, please visit our security page for contact details. You can also learn more about keeping yourself and your family safe and secure on this page too.
More information about our payments
I have received communication requesting to complete the Customer Alternate Account Nomination Form
If you do not hold an open eligible account, you will need to provide details for an Australian bank account so that we can process your refund payment. You can provide these details via our Customer Alternate Account Nomination Form.
You will need to provide some personal details including the Refund ID as it appears exactly in your refund communication.
What happens next?
Once you’ve completed the Customer Alternate Account Nomination Form and provided us with your Australian bank account details, you’ll receive your refund within 15 business days into your nominated account.
Why do I need to prove my digital identity?
For your security, we may require proof of your identity to successfully complete the refund. This makes sure that it's you completing your requested service—not someone else.
How do I prove my digital identity?
Enter your personal details (e.g. name and date of birth).
Select and complete the specific information relating to your identity documents e.g. Australian Passport (acceptable if expired within the past 2 years), Australian Driver Licence (must be current).
Have your documents successfully checked.
When prompted, agree to share your personal details with us.
What if your identity is not verified electronically?
If we are unable to verify your identity electronically, we will let you know and discuss the next steps with you.
We may have to verify your identity by asking you to either:
• call our Remediation Support Team on 1800 497 200 Monday – Friday 9.00am – 5.30pm AEST/AEDT (excluding national public holidays) or
• visit one of our branches so we can verify your identity in person.
What if you don't want to be verified electronically?
You do not have to agree to electronic verification.
If you do not agree please call our Remediation Support Team on 1800 497 200 Monday – Friday 9.00am – 5.30pm AEST/AEDT (excluding national public holidays). We will need to verify your identity prior to any refund payment being made.
What happens if I don’t provide my bank account details?
You have 12 months from the date of the notification letter/email to provide your bank account details via our Customer Alternate Account Nomination Form. If you do not provide us with your bank account details the following actions will be taken by the Bank:
For amounts less than $20
Funds will be donated to a charity / not-for-profit organisation (registered with the Australian Charities and Not-for-Profits Commission).
If you wish to claim the amount payable in your letter, please call our Remediation Support Team on 1800 497 200 Monday – Friday 9.00am – 5.30pm AEST/AEDT (excluding national public holidays).
For amounts $20 and over
Funds will be transferred to the State Revenue Office of Victoria as unclaimed monies. You may reclaim the funds by visiting the State Revenue Office of Victoria website.
For amounts payable to a Business, Association or other entity that is no longer active
Funds may be lodged with the appropriate regulator depending on the entity type. Please contact us on the details below to make further enquiries.
Please call our Remediation Support Team on 1800 497 200 Monday – Friday 9.00am – 5.30pm AEST/AEDT (excluding national public holidays).
I have received a cheque
What happens if I don’t deposit my cheque into my account by the due date?
You have 12 months to deposit the cheque into your bank account, from the date of the cheque. If you do not deposit the cheque within 12 months, the cheque will be cancelled, and the following actions will be taken by us:
For cheques less than $20
Funds will be donated to a charity / not-for-profit organisation (registered with the Australian Charities and Not-for-Profits Commission).
If you wish to claim the amount payable in your letter, please call our Remediation Support Team on 1800 497 200 Monday – Friday 9.00am – 5.30pm AEST/AEDT (excluding national public holidays).
Please note any attempt to deposit the cheque after the cheque is cancelled may incur fees from your financial institution.
For cheques $20 and over
Funds will be transferred to the State Revenue Office of Victoria as unclaimed monies. You may reclaim the funds by visiting the State Revenue Office of Victoria website.
Please note any attempt to deposit the cheque after the cheque is cancelled may incur fees from your financial institution.
For cheques payable to a Business, Association or other entity that is no longer active
Funds may be lodged with the appropriate regulator depending on the entity type. Please contact us on the details below to make further enquiries.
Please call our Remediation Support Team on 1800 497 200 Monday – Friday 9.00am – 5.30pm AEST/AEDT (excluding national public holidays).
Who to contact for more information?
If you receive any correspondence from us, please review it for more detail.
If you have any questions, please call our Remediation Support Team on 1800 497 200 (in Australia) or +61 3 5440 7815 (from overseas - standard international call charges apply) Monday – Friday 9.00am – 5.30pm AEST/AEDT (excluding national public holidays) or email RemediationTeam@bendigoadelaide.com.au (Please do not include any personal banking details in your email).
