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Customer remediation

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 by mail, SMS, email or phone.

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
  • explain the error
  • refund any money we owe you – including compensatory interest (if applicable)
  • confirm the actions taken to resolve the mistake (in writing)
  • 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 may ask you to provide details for another Australian bank account, so we can process your refund. When we call you to request this information, we may ask you to confirm or provide some personal details such as your full name, residential address, date of birth, email and phone number.

If we are missing important information relating to your account, but no refund is required to be paid.

We will contact you and ask you to provide the missing information. We may ask you to confirm or provide some personal details such as your full name, residential address, date of birth, occupation, email and phone number.

We will never:

  • Ask you to provide your credit card number, PIN or eBanking password, or
  • Send you attachments or links to verify your identity.

Any email or SMS that contains a link is considered phishing and is a scam. Please do not respond or click on any links or attachments that appear to be from us.

You can learn more about keeping your money and accounts safe on our security page.

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 designated team of Customer Service Consultants on 1800 497 200 Mon – Fri 9.00am – 5.30pm AEST (excluding national public holidays) or email

Bendigo and Adelaide Bank Limited, ABN 11 068 049 178 AFSL / Australian Credit Licence 237879. Any advice provided on this website is of a general nature only and does not take into account your personal needs, objectives and financial circumstances. You should consider whether it is appropriate for your situation. Information on this page can change without notice to you.
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