At SERVICE ONE, we pride ourselves on providing our Members with remarkable levels of service. This means going that bit extra and simplifying your banking experience. The foundation of this approach to Member service is built upon 7 key promises we aim to uphold at all times. This is what you can expect from SERVICE ONE, and in your dealings with us.

1. We will treat you as an individual.

In particular, this means we will:

• always call you by name
• treat you in a friendly, respectful manner and with a smile, and
• speak to you without banking jargon and in a down-to-earth manner.

2. We will give you choice in how you interact with us and give you prompt attention always.

In particular, this means we will:

• make services available to you seven days a week
• acknowledge you within 30 seconds of entering a Branch
• always give you our undivided attention
• answer your call to our Telephone Response Centre promptly and tell you if there will be unusual delays
• action written enquiries within two working days
• respond to your emails within two working days, and
• acknowledge personal loan applications within 24 hours and home loan applications within two working days.

3. We will have meaningful discussions with you to add value to your life.

In particular, this means we will:

• give you honest feedback on the best options for you
• where appropriate, frame discussions with your known financial goals and aspirations in mind
• guide you through the suite of financial products and services offered by SERVICE ONE, and
• adopt an approach of helping you, not selling to you.

4. We will provide you with well informed assistance and follow-up to resolve any issues.

In particular, this means we will:

• ensure all staff you deal with are highly trained
• empower staff to resolve any issues you may encounter on the spot or ensure they have the support to refer issues so they are resolved quickly
• keep you up-to-date with progress of any unresolved issues and expected timeframes required to resolve them, and
• provide you with direct contact details so you know exactly who you are dealing with and how to contact them.

5. We will be honest at all times.

In particular, this means we will:

• tell you if a considerable error occurs with your account and what we are doing about it
• not mislead you with any of our communication, and
• ensure our documents are developed with you in mind, and make them clear and understandable.

6. We will offer you products and services that are more than just competitive.

In particular, this means we will:

• offer you products known for their high industry standards
• review the competitiveness of our loan and deposit rates regularly, and
• at least once annually, conduct a comprehensive review of all of our products.

7. We will listen and improve.

In particular, this means we will:

• give you the choice in terms of how you can provide feedback to us (whether it's positive or negative)
• invite all Members to participate in an annual survey
• acknowledge any feedback requiring follow-up within five working days, and
• use this feedback to constantly improve the service we offer you.

Feedback

We would very much welcome any feedback you have on our core promises to you or your experiences with us in regards to upholding these promises. There are several ways you can provide this feedback:

• you can provide it directly to any SERVICE ONE staff member
• you can speak to the Manager of the Branch you are visiting
• you can provide details through our website by completing the short online feedback form, or
• you can call the Telephone Response Centre on 1300 361 761 during business hours and ask to speak to a Manager.