Member Support

As a member-owned bank, we are here for our members first. Our goal is to provide the support to make your banking easier. And if you need extra assistance from time to time or if something goes wrong, we are here to help.

We are guided by the seven key promises of the Customer Owned Banking Code of Practice:
1. We will deliver banking services in the interests of our customers.
2. We will obey the law.
3. We will not mislead or deceive.
4. We will act honestly and fairly.
5. We will offer products and services that are fit for general purpose.
6. We will deliver services with reasonable care and skill.
7. We will contribute to our community.

Find out more: Customer Owned Banking Code of Practice

Our Dedication

Resolving complaints

When something goes wrong, or you are not satisfied with our products or service, we want to help make it right. We promise to listen and work to find a solution that is fair and reasonable.

Learn More: Complaints Guide

Supporting vulnerable members

Our staff are trained to identify and help support our members within the Defence community who often suffer unique and often elevated risks of vulnerability due to circumstances arising during and post service.

Learn More: Vulnerable Customer Framework

Managing financial hardship

At some point in time, we all may experience financial hardship. We recommend you contact us early on so we can discuss your situation and work together to find a solution.

Learn More: Financial Hardship

Deceased Estates

We understand that losing a loved one is an incredibly stressful and challenging time for you and your family. We are here to help you with the banking arrangements as you move through the process to finalise the estate.

Learn More: Deceased Estates

Financial Navigator

We developed Financial Navigator, a series of videos and articles, to help guide your financial wellbeing. It covers topics from managing your money and budgeting, buying your first home to planning your retirement.

Learn More: Financial Navigator

Protecting Against Scams

We are committed to providing you with a safe and secure banking experience. We also want to help you protect yourself against the increasing risk of scams and fraud. 

Learn More: Security Hub