ShieldOutline.svg Stay alert for scams. Numbers of online scammers posing as trusted financial institutions are rising. Find out how to stay safe
Show more

Complaints

We are always looking for ways to improve. Thank you for giving us the opportunity to make things right. Your input is helping us create an even better experience for all our customers so please get in touch using any of the below options:

Phone: 13 JUDO (13 58 36) Monday to Friday 8:30 am to 5:30 pm Melbourne time (excluding public holidays).

Email: complaints@judo.bank

Complaints Form (below)

Judo Bank uses the personal information you provide here to assist with your request. Our Privacy Policy describes how we collect, use, disclose and manage your personal information.

Judo will follow these steps to address and manage your complaint:

  1. make a record of your complaint;
  2. within one Business Day of receiving a complaint, we will provide you with an explanation of our complaints process, including the relevant timeframe in which we will provide a response; and
  3. we will aim to investigate and resolve all complaints within 30 calendar days of receipt unless your complaint relates to a credit hardship notice, default notice or request to postpone enforcement proceedings, in which case we will provide a response within 21 calendar days.

If you are unhappy with the resolution, you can refer your complaint to the appropriate external dispute resolution scheme:

For complaints, please contact the Australian Financial Complaints Authority (AFCA), a free and independent service to resolve complaints for customers and small business, using any for the following channels

  • In writing: GPO Box 3, Melbourne VIC 3001
  • Telephone: 1800 931 678
  • Email: info@afca.org.au
  • Website: www.afca.org.au

If your complaint relates to how we handle your personal information, please contact the Office of the Australian Information Commissioner (OAIC)

  • GPO Box 5288
  • Sydney NSW 2001
  • Phone: 1300 363 992
  • https://forms.business.gov.au/smartforms/landing.htm?formCode=APC_ENQ
  • www.oaic.gov.au