Doing the right thing for our customers
Customer remediation is about owning our mistakes and making things right. It’s the steps we take when we identify an error with one of our products or services that has impacted you.
At Bendigo Bank, we consistently review our products and services to make sure we’re delivering on the needs and expectations of our customers.
Our brands
What you can expect us to do
If an error occurs that has impacted you, we will:
- Fix the error to ensure more customers aren’t affected
- Keep you updated
- Refund any money you’re owed - including compensatory interest (if applicable)
- Report the error to the relevant regulator (if applicable).
How we'll contact you
If we’ve identified an issue with your account or service (post or present) we’ll contact you via one or more ways, including:
- SMS
- e-banking notification or online form
- Phone
What happens if I am owed a refund?
If you hold an eligible Bendigo Bank account.
We'll pay the amount into the account in your name.
If you don't hold an eligible Bendigo Bank account.
We'll contact you to provide payment details for another Australian bank to claim your refund.
If you require a cheque
In some special circumstances a Bendigo Bank cheque may be sent to you in the mail.
I've been asked to complete a Claim form
If you don’t hold an eligible Bendigo Bank account, you’ll need to provide your payment details for another Australian bank to claim your refund. You can do this by completing a Claim form.
Before you start, make sure you have the Refund ID number as it appears on the communication we’ve sent you. You’ll also need the BSB and Account Number for the bank where you want your money refunded.
What happens next?
Once you’ve submitted your Claim Form, you’ll receive your refund into your nominated account within 15 business days.
Why do I need to prove my digital identity?
Keeping our customers safe from scams and fraud is very important to us. For your security, we may need proof of your identity to successfully complete your refund. This makes sure it’s you completing your refund request, not someone else.
How do I prove my digital identity?
Digital verification is a secure and easy way to prove your identity online. To do this, we’ll ask you to enter your personal details (name and date of birth).
Next you’ll select and complete the information relating to your identity documents. For example, you might select your Australian passport (acceptable if expired within the past 2 years) or a current Australian Driver’s Licence.
Your documents will then be checked and when you’re prompted, you’ll agree to share these personal details with us.
What if my digital identity is not verified?
If this happens, we’ll contact you and let you know the next steps.
These may include:
- Calling our Remediation Support Team on 1800 497 200 Monday to Friday, 9.00am to 5.30pm AEST/AEDT (excluding national public holidays), or
- Visiting a Bendigo Bank branch so we can verify your identity in person.
What if I don’t want to be verified digitally?
How you identify yourself is your choice. If you don’t wish for your identity to be verified digitally, please call our Remediation Support Team on 1800 497 200 Monday to Friday, 9.00am to 5.30pm AEST/AEDT (excluding national public holidays). Please note that for your security, we’ll need to verify your identity before we can process your refund.
I've received a cheque
You have 12 months to deposit the cheque into your bank account from the date of issue. After 12 months, the cheque will be cancelled and any attempt after this time to deposit may incur fees from your financial institution.
If your refund is not claimed or the cheque not deposited within 12 months, we’ll take the following actions:
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, please call our Remediation Support Team on 1800 497 200 Monday – Friday 9.00am – 5.30pm AEST/AEDT (excluding national public holidays).
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.
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).
If you have any questions regarding the tax implications of your payment, please discuss these with a registered tax agent or with the Australian Taxation Office.
The Australian Taxation Office also provides general information for people who have received a payment from a bank remediation.
Compensatory interest an the interest component on your refund amount. It acts, as an allowance for potential lost earnings or interest savings had the amount been held in the loan or an earnings-bearing account.
Withholding Tax may apply to any refund(s) if a Tax File Number (TFN) or TFN exemption has not been provided, or if you are a non-resident. When you open/hold an account with us, you have the option of supplying your TFN, however, you are not obliged to do so. All withholding tax is paid to the Australian Taxation Office (ATO).
If you need more information
At Bendigo Bank the care and wellbeing of our customers is our highest priority. For any questions about your refund or the steps involved, our Remediation Support Team are here to help.
- 1800 497 200 (in Australia); or
- +61 3 5440 7815 (from overseas - standard international call charges apply).
Monday to Friday 9.00am to 5.30pm AEST/AEDT (excluding national public holidays):
Email RemediationTeam@bendigoadelaide.com.au (please do not include any personal banking details in your email).
If we’re missing important information about your account.
We may contact you and ask you to provide the missing information. We may also ask you to confirm some personal details.
We will never:
- Ask you to provide your credit card number, PIN, e-banking password.
- Request remote access to your computer or device.
If you believe you’ve received a suspicious message claiming to be from us, report it via our security page.
You can also learn more about how to protect yourself and your family from scams and fraud.
