let’s get things fixed Our policy about how we resolve complaints

Introduction

At Westpac we work hard to make sure you get the service you want. However, we know sometimes things can go wrong. When that happens, we want to know about it. We want to make it easy for you to tell us about your complaint so we can work with you to put things right. This policy sets out the principles which govern how we handle and resolve our customers’ complaints. It is designed to answer your questions. Any expression of dissatisfaction we regard as a “complaint”.

Our philosophy about how and why we want to resolve complaints

The way we handle your complaint is based on the following principles: • We recognise, respect and welcome your right to complain; • You are entitled to a respectful and fair response; • It is in your and our best interests for us to deal with a complaint promptly. We will try not to keep you waiting and will not give you the run around; • We aim to fix things in a way which works for you and us; • For a lengthy process, we will keep you informed along the way; • We see complaints as an opportunity to build our relationship with you by working with you to get things fixed; • Complaints provide us with your understanding of our processes, products and services and this helps us to make improvements; • We record all information with care. There is of course no charge involved in making a complaint.

Making complaints



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This section describes how you can register your complaint with us.



Where and how can you make a complaint?

You can make a complaint: • In person. If it’s convenient, speak to someone at your local bank branch. • By telephone. Call us from anywhere in Australia at 1-300-130-467; • In writing – by letter to GPO Box 5265, Sydney NSW 2001 or fax to: (02) 8253 3707 or by using the feedback form in our “Problem Resolution: Let’s get things fixed” brochure which is available in any branch; • By e-mail to your relationship manager or through our website – click on “Contact us’ and then click on ‘Complaints and Compliments’; or • Online via our internet feedback form. www.westpac.com.au/internet/publish.nsf/Content/WIOC+Resolving+ complaints You may require assistance, eg: • If you are hearing impaired, our call centre employees and contractors will use the National Relay Service to relay your conversation; • If English is not your first language and you do not feel comfortable using English to do business with us, we may be able to offer you the services of one of our multilingual employees. You can call Telephone Banking on 132 032 (at the cost of a local call) and choose option 0 to speak to an assistant. Alternatively, you can call 131 450 from anywhere in Australia, 24 hours a day, 7 days a week to speak to a translator who can be provided by the Department of Immigration and Multicultural and Indigenous Affairs. There is a fee for this government service. Refer to the Translating and Interpreting Service (TIS) website: http://www.immi.gov.au/living-in-australia/help-with-english/help_with_ translating/index.htm

Can someone else make a complaint on your behalf? When you make a complaint we will tell you:

Yes. However, you will need to give us your written confirmation that you have authorised another person to pursue the complaint so we can be confident we are not breaching your privacy when we discuss your complaint with them.

• How we record and use the information you give us; • Our procedures for handling, investigating and responding to complaints within agreed timeframes; • What you can do if your complaint is not resolved to your satisfaction; and • Our privacy obligations with regard to the use and collection of your information. We will tell you this information orally, or you can ask for a copy of our “Problem Resolution: Let’s get things fixed” brochure. The information is also available in our Financial Services Guide or “Our Commitment to You”.



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Recording Complaints Information

It is important to record information about complaints. This helps us to: • Track how the complaint is being handled and keep you informed; • Understand customer needs; • Identify problems which are being experienced by more than one customer; and • Comply with legal requirements and industry standards.

We record the following information:

• A description of your complaint; • Any resolution you request; • The products and/or services you complain about; • The date the complaint was made; • The due date for a response from us to you; • The actions taken to try to resolve your complaint; and • The resolution we reach with you.

We collate and analyse complaints on a regular basis to:

• Understand the causes of and trends in complaints with a view to identifying how we should fix them; • Assess whether changes are needed to any of our products, services, practices or procedures; • Assess whether our people need additional training in providing a product or service; and • Identify issues raised in one complaint or several complaints which may affect other customers similar to those who have complained.

How we handle your complaint

When you make a complaint, we will: • Acknowledge the complaint, either by phone, by post or email, as soon as we can after receipt of your complaint; and • Tell you the name and contact details of the person handling your complaint. We aim to resolve most complaints within five (5) business days (although some complaints will take longer to resolve, as we explain in the next section). If we can’t do this, we will keep you informed of: • The reasons for the delay; • The status of the investigation; • A date by which you can reasonably expect a decision. Some complaints we know will take longer to resolve because of the particular issues they raise.



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How we handle your complaint (continued)

Examples and what we aim to do for some complaints are set out in the following table: We aim to resolve the complaint within

Other things we will do

Complaints about transactions using credit cards, ATM, EFTPOS, phone and internet banking and other means of transferring funds electronically (covered by the Electronic Funds Transfer Code of Conduct) International payments

21 days of the complaint being made. This can be extended to 45 and 90 days.

If we can’t resolve the complaint in 21 days, we will provide monthly updates until the complaint is resolved.

Complaints about financial planners

45 days

Complaints about insurance (both life and general)

45 days. This can be extended to 90 days.

If the complaint can’t be resolved in 45 days, we will tell you in writing the reasons for the delay. If not resolved within 90 days, you can take the matter to the Financial Industry Complaints Service.

Complaints about superannuation products

90 days

If we can’t resolve your complaint in 90 days, we must tell you in writing and tell you that you can take the complaint to the Superannuation Complaints Tribunal.

Complaint Type

Our ‘Ask Once’ promise means that as soon as you contact us with your complaint, we’ll start the resolution process moving. We aim to resolve your complaint at your first point of contact with us.



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What happens if the complaint cannot be resolved at your first point of contact? What principles do we apply when resolving a complaint?

Sometimes we won’t be able to resolve your complaint to your satisfaction at the first point of contact. This could be because the complaint is complex and/or requires detailed investigation which cannot be done at that point. When this happens, we will refer the complaint to one of our specialist complaints management teams such as National Customer Relations or, if you are an Institutional Bank customer with a relationship manager, to your relationship manager. You can also ask for your complaint to be referred to one of those specialists if at any time you are not satisfied with the way your complaint is being handled or resolved.

We aim to find a commercial and fair solution to your complaint using all relevant information and common sense. In making a decision we always consider the following: • The law; • Industry codes and guidelines; • Good banking or financial planning practice; • What is fair; and • What is the commercially sensible thing to do. If the complaint is not resolved straight away at the first point of contact, you are entitled to written confirmation of what has happened setting out all of the reasons for the resolution. We will ask you whether you want either: • A detailed letter setting out the reasons for the resolution, or • A short letter confirming resolution.

What happens if the specialist complaints management team cannot resolve the complaint to your satisfaction?

The complaints management team will advise you about what you can do if you are unhappy with the way they have handled or resolved your complaint. If you are a retail customer and you feel Westpac has not handled or resolved your complaint fairly, you can ask the Customer Advocate to review the matter. The Customer Advocate’s role is to act as independently as possible to make sure that Westpac treats you fairly. The Customer Advocate has the authority to make the final decision on complaint resolution including any form of compensation or payment to a customer. If you are a customer of the Westpac Institutional Bank (WIB) and are dissatisfied with the way your complaint has been handled, you may have your complaint referred to a member of the WIB Executive team.



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What can you do if you are unhappy with our final response?

You can go to one of the independent external bodies listed in the following table:

Body Banking and Financial Services Ombudsman (BFSO)

For complaints about . . .

For more information go to . . .

Banks and their related companies.

http://www.bfso.org.au Write to: BFSO GPO Box 3 Melbourne Vic 3001 Tel: 1300 78 08 08 Monday to Friday between 9.00 am and 5.00 pm AEST Fax: (03) 9613 7345

Financial Industry Responsible entities of Complaints Service (FICS) investment schemes and people who give retail investment advice; Life Insurance

http://www.fics.asn.au Write to: FICS PO Box 579 Collins Street West Melbourne Vic 8007 Tel: 1300 78 08 08 Monday to Friday between 9.00 am and 5.00 pm AEST Fax: (03) 9621 2291

Insurance Ombudsman Service (IOS)

General Insurance Companies

http://www. insuranceombudsman. com.au Write to: Insurance Ombudsman Service P.O.Box 561 Collins St West Melbourne Vic 8007 Tel: 1300 78 08 08 Monday to Friday between 9.00 am and 5.00 pm AEST Fax: (03) 9621 2291

Superannuation Complaints Tribunal (SCT)

Superannuation funds, annuities and deferred and retirement savings accounts

http://www.sct.gov.au/ Write to: Superannuation Complaints Tribunal Locked Bag 3060 GPO Melbourne Vic 3001 Tel: 1300 78 08 08 Monday to Friday between 9.00 am and 5.00 pm AEST Fax: (03) 8635 5588



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What can you do if you are unhappy with our final response? (continued)

You can also contact the Australian Securities and Investments Commission (ASIC) to register a complaint and obtain further information about your rights. The complaints management team will give you the contact details for these external dispute resolution schemes. We provide details about how to contact these bodies in our “Problem Resolution: Let’s get things fixed” brochure, in the Westpac Financial Services Guide and on the Westpac internet

Our commitment to responsive, best practice complaints handling processes

We are committed to ensuring the way we handle complaints is responsive to our customers’ needs and is best practice. We do this in a number of ways: • Regular surveys of customers who have recently had a complaint resolved by us to find out how they assess our approach and performance in complaint resolution; • Regular independent, external audits of our complaint resolution practices and processes; and • Regular review of this policy. We maintain our best practice approach through training our customer facing people. All of our customer facing people must complete complainthandling training within the induction program and then attend regular update sessions on an individual, team and departmental basis. If you would like to provide feedback about our complaint resolution process, then please feel free to email your feedback to our Customer Advocate at [email protected]

W000945 (04/07)

© 2007 Westpac Banking Corporation ABN 33 007 457 141