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Complaints And Disputes

We believe that our customers are entitled to efficient, honest and fair treatment in their dealings with us, especially if something goes wrong.

We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problems you may have. If we haven't met your expectations, please let us know.

Our complaints handling process is based on the following principles:

• Acceptance - we recognise that we may not have met the expectations of our customers and will accept all complaints.
• Ownership - whoever receives a complaint is responsible for resolving it. If we need to pass it to someone else, we will inform you.
• Collection of information - we will confirm the details of your complaint and clarify if we are unsure.
• Treatment - we will ensure that you and your complaint are treated fairly.
• Information - we will keep you informed of the progress of your complaint at all times.
• Commitment - we will follow through on what we commit to doing.
• Timeliness - if we can't resolve your complaint straight away, then we will we strive to resolve it within five working days. Of course, some complaints may take more time to investigate, and we will keep you informed at all times of our progress.
• Resolution - we aim to achieve a mutually acceptable resolution to all complaints.

What to do if you have a complaint

You can contact us in several ways with your complaint:

You can call us on 133 464 or +61 2 9028 4077 (if you are overseas).

If you want to put your concerns in writing, please write to us at:

Details of your complaint

In order to resolve your complaint, it is important that you give us as much information as possible.

When you contact us, please provide as much of the following information as you can:

1. Account information - your account name and number
2. Contact details - your phone number or other preferred method of contact. If you wish to be called only during certain hours, please let us know.
3. Complaint information - what your complaint is about and when it happened.
4. Resolution - how you would like your complaint to be resolved.

Once we receive this information, we will be able to investigate your complaint and work towards a resolution.

Escalating a complaint

In the event that we are unable to resolve your complaint at the first point of contact, you may request that it be escalated for further review. We may also need to escalate a complaint that is complex or requires a more detailed investigation.

We have a formal process for managing escalated complaints. Once escalated, we will keep you informed of its progress, and may also contact you to collect further information to assist in our investigation.

Dispute resolution

In the unlikely event that your complaint cannot be resolved directly with ING DIRECT, you can seek assistance from the Financial Ombudsman Service (FOS). The FOS provides a free and independent dispute resolution service.

You may contact the Ombudsman at:

ING DIRECT is a division of ING Bank (Australia) Limited ABN 24 000 893 292 AFSL 229823.