Need to contact

Great Southern Bank

and make sure they reply?

Great Southern Bank customer service runs across phone, online chat, secure messaging and a branch network in Australia. The main Great Southern Bank contact number is 133 282, open Monday to Friday 8:00am–7:00pm and Saturday 8:00am–4:00pm AEST. This page covers the Australian customer-owned bank formerly known as Credit Union Australia (CUA) — not the unrelated US bank of the same name.

• Phone: 133 282 for general banking; +61 7 3183 3502 if you're calling from overseas.
• Urgent lines: after-hours and card issues on 1800 648 027 (overseas +61 2 8299 9534); unauthorised transactions on 1300 705 750, 24/7.
• Seniors Hotline: 1300 363 685, Mon–Fri 8am–7pm and Sat 8am–4pm AEST.
• Digital: online chat, secure messaging and an online enquiry form, plus self-service in Online Banking and the mobile app.
• In person: branches across QLD, NSW, VIC and WA, Bank@Post at participating Australia Post outlets including 1,800+ rural and remote locations, and access to thousands of ATMs nationwide.
• Accessibility: National Relay Service (Voice Relay) 1300 555 727, TTY 133 677, and TIS National interpreters on 131 450 in 120+ languages.
• Who they are: customer-owned since 1946, rebranded from CUA in June 2021, serving more than 400,000 Australians from a Brisbane head office. No external shareholders means profits go back into rates and services.
• Reputation: roughly 2.4 out of 5 from about 974 reviews on ProductReview.com.au and around 2.9 out of 5 from a smaller sample on Trustpilot. Staff and branch teams are frequently praised by name; systems and wait times draw the criticism.

Great Southern Bank complaints on public review platforms cluster around a handful of recurring themes — and most of them are about process, not people.

Phone Waits and Hard-to-Reach Support

• The single most common complaint: menus that are difficult to navigate, calls going unanswered, and customers going "in circles" across multiple calls and emails.
• One reviewer described a term deposit request sitting un-actioned for more than 10 days while phones went unanswered.

Online Banking and App Reliability

• Repeated reports of timeouts, outages and an interface some members find unintuitive.
• One reviewer called platform performance "absolutely abysmal" and described being unable to complete basic tasks.

Home Loan and Credit Application Delays

• Slow assessment, shifting document requirements, and applications declined without a clear explanation.
• Several applicants report being asked for far more documentation than expected — for example, 10 months of payslips rather than the usual three.

Savings Rates and Loyalty Pricing

• Customers describe introductory or bonus savings rates being reduced without a notification they noticed, with one citing a drop from 4.8% to 3.5%.
• Long-term borrowers report the bank declining to match competitor offers, leaving existing customers above new-customer rates.

Payment Holds and Large-Transfer Friction

• Funds held or transactions blocked without a clear explanation.
• Delays or fees on larger transfers — including a reported three-day hold on amounts over $5,000 unless a fee is paid.

Estates, Fraud and Correspondence Errors

• Slow release of deceased estate funds after probate, with email-only communication and long "under review" periods.
• Frustration during chargeback investigations, where merchants have up to 45 days to respond, and slow replies from fraud teams.
• At least one documented case of a credit card statement being mailed to the wrong customer, with delayed notification.

Branch Closures and Digital-Only Servicing

• Long-standing members, many from the CUA era, are unhappy about branches closing.
• Some describe a perceived push toward digital servicing that doesn't suit how they bank.

Phone Support

• General banking: the main Great Southern Bank phone number 133 282 covers accounts, products and everyday help — Mon–Fri 8am–7pm, Sat 8am–4pm AEST.
• From overseas: +61 7 3183 3502.
• Seniors Hotline: 1300 363 685 during the same weekday and Saturday hours.
• Timing tip: early morning or mid-afternoon typically beats the Monday and lunchtime peaks.

Lost or Stolen Cards, Fraud and Scams

• Lock your card yourself in the app first — it takes seconds — then call. Report a Great Southern Bank lost or stolen card on 1800 648 027 after hours, or +61 2 8299 9534 from overseas.
• Transaction you don't recognise: 1300 705 750, available 24/7.
• Suspected scam or phishing: call 133 282 in hours or 1800 648 027 after hours, and email banking.integrity@gsb.com.au. Report identity theft to police as well.
• Temporary card lock, transaction notifications and Confirmation of Payee are built into Online Banking and the app — see the security and fraud hub.

Online Chat and Secure Messaging

• Where to find it: Great Southern Bank live chat and online banking help both run through the Help & Contact hub, Online Banking and the mobile app.
• Why use it: good for non-urgent questions, and it gives you a written record of what was said.
• Prefer a form? Send details in one go through the online enquiry form. Business+ customers can use the in-app Chat feature after logging in.

Branches and Bank@Post

• Branch teams draw the strongest praise in reviews — worth using for ID checks, estate matters, signatory changes and loan conversations.
• Find your nearest location with the Great Southern Bank branch locator.
• Bank@Post handles deposits and withdrawals at participating Australia Post outlets, including 1,800+ rural and remote sites.

Lodging a Formal Complaint

• Online: use the "Lodge your complaint" form on Resolving Your Concerns.
• Phone or email: 133 282, or the Customer Advocacy team directly on 07 3552 4743 / Customeradvocacy@gsb.com.au.
• Mail: Great Southern Bank — Customer Advocacy, GPO Box 100, Brisbane QLD 4001.
• Ask for a complaint reference number and the name of the person handling it, and put a written summary in after any phone call. Full walkthrough: how to complain to Great Southern Bank.

Escalating to AFCA

• If you've had a final response, or 30 days have passed without resolution, take a Great Southern Bank AFCA complaint to the Australian Financial Complaints Authority — free, independent, and binding on the bank.
• AFCA contacts: 1800 931 678 (9am–5pm Mon–Fri, Sydney time), info@afca.org.au, GPO Box 3, Melbourne VIC 3001.

Great Southern Bank is a bank, not a retailer, so "refunds and returns" translate into disputed transactions, account closures and hardship support.

Disputed Transactions and Chargebacks

• Check the transaction first — secondary cardholders, unfamiliar merchant trading names and forgotten free trials explain a lot of them — then contact the merchant.
• A Great Southern Bank disputed transaction / chargeback claim is lodged on the Card Dispute Form, submitted by email to card.disputes@gsb.com.au, through Online Banking, or at a branch.
• Merchants have up to 45 days to respond and ATM operators 21 days; an interim refund may be issued while the bank investigates (payment disputes).
• Full eligibility and evidence detail: Great Southern Bank refunds and disputes.

Mistaken Payments

• Covers wrong account details, duplicate payments and incorrect biller or reference numbers across BPAY, PayID and EFT.
• Call 133 282 or visit a branch with the payment details and the unintended payee's information.
• Speed matters — recovery is far more likely in the first few days.

Cancellations and Account Closures

• Personal accounts, business accounts and credit cards each have their own closure form in the Forms library.
• Direct debits and periodical payments are changed or cancelled using the Change of Debit Information Letter, Direct Debit Request and Periodical Payment Authority forms.
• Breaking a term deposit early uses the Term Deposit Early Release Form. More detail: cancelling a Great Southern Bank product.

Financial Hardship

• Great Southern Bank financial hardship assistance is available if you're struggling with repayments, and applying doesn't automatically damage your position.
• Call 1800 110 440 (option 2) or email a completed financial position form to hardshipenquiries@gsb.com.au.
• Details and forms sit on the financial assistance page.

Complaints Handling Timeframes

• Acknowledgement within 1 business day; resolution target 5 business days.
• Not resolved in that window? Customer Advocacy aims to respond within 21 calendar days of receipt.
• Free external review through AFCA remains open if you're still not satisfied.

Insurance Products

• Car, home, contents, landlord, caravan and travel insurance are distributed by Great Southern Bank, which is usually not the insurer.
• Cooling-off periods and claims terms sit in each product's PDS and Key Fact Sheet — check the specific product page before you assume the bank handles the claim.