Had an issue with

Great Southern Bank

? Get a real response.

Great Southern Bank (formerly CUA) handles complaints through its Resolving Your Concerns hub, with multiple channels available to Australian customers. Choose the fastest option below to start your great southern bank complaint process and get a reference number.

Phone

• Call 133 282 within Australia for general banking complaints and urgent issues like fraud or card blocks.
• Operating hours: Monday to Friday, 7am–7pm AEST; Saturday, 9am–5pm AEST.
• Have your customer number, account details, and a chronology of the issue ready.

Online Enquiry Form

• Submit a written complaint via the Contact Us webform.
• Select the relevant product or service category and describe the issue with dates and dollar amounts.
• A written submission gives you a timestamped record — useful if you later escalate.

Secure Message via App or Internet Banking

• Log into the Great Southern Bank app or internet banking and send a secure message.
• Best for account-specific complaints where you want everything tied to your customer record.
• Responses appear in your inbox and can be referenced in future correspondence.

In-Branch

• Visit your local branch using the locator on the Help & Contact page.
• Branch staff can lodge a complaint on your behalf and provide a reference number.
• Useful for hardship discussions, identity verification or complex loan disputes.

For account access issues outside complaints, see Great Southern Bank's contact channels.

Great Southern Bank's internal dispute resolution process aligns with ASIC Regulatory Guide 271, which sets the regulatory standard for Australian financial firms. Once lodged, here's what to expect:

• Acknowledgement: within 1 business day of submission.
• First-contact resolution target: within 5 business days for straightforward matters.
• Final written response (IDR): within 21 calendar days for general complaints.
• Complex or hardship matters: up to 30 or 45 calendar days where applicable under RG 271.
• Case ownership: escalated complaints are assigned to the Customer Advocacy team for a single point of contact.
• Outcome formats: apologies, fee reversals, interest adjustments, goodwill credits, process fixes or formal letters of finding.

If 30 days pass without a final response, you have the right to take the matter to AFCA at no cost.

Customer feedback across ProductReview.com.au (around 2.4/5 from 967 reviews), Trustpilot and Reddit AusFinance threads highlights several recurring themes.

Long Phone Wait Times

• Hold times of 1–3 hours reported, particularly for fraud and card-block calls.
• Customers describe being transferred multiple times before reaching the right team.
• Callbacks are often promised but not always returned within stated windows.

Restricted Access to Funds

• Debit cards locked or accounts frozen without prior warning.
• Reinstatement can take days, leaving customers unable to pay bills or access wages.
• Limited explanation given at the time of the block.

Home Loan and Personal Loan Delays

• Applications quoted at 24–48 hours stretching to several weeks.
• Refinances reported as slower than competitor banks.
• Document re-requests and broker handover gaps cited as causes.

Fraud and Scam Handling

• Complaints about staff declining to escalate scam or identity-theft cases to a fraud specialist.
• Customers report difficulty recovering funds sent via Osko/PayID to fraudulent accounts.
• Patchy communication during active investigations.

Payment and Transfer Failures

• Osko/PayID and external transfers bounced with limited explanation.
• Customers asked to re-submit transfers without root-cause investigation.

Inconsistent Communication

• Different answers from different agents on the same issue.
• Difficulty reaching a named case owner once a matter is escalated.

Interest-Rate Fairness

• Long-standing customers feel advertised new-customer rates aren't proactively extended to them.
• Loyalty pricing only granted on request, not by default.