Common use of Banking Code of Practice Clause in Contracts

Banking Code of Practice. 1.1 The Banking Code of Practice is a code of conduct which sets standards of good banking practice for the Bank to follow when dealing with the Borrower. It only applies to this Agreement if the Borrower is an individual who is not treated as a business under the Code or a small business (within the meaning of the Code). The Borrower can obtain a copy of the Banking Code of Practice from any of the Bank’s branches. 1.2 The Borrower can get further information in relation to the Bank’s banking services including information about: (a) standard fees, charges and interest rates; (b) our complaint handling procedures; and (c) confidentiality of your information, on request by telephoning the Bank on 1300 236 344, or visiting our website ▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇. 1.3 The Borrower should tell the Bank as soon as possible if the Borrower is experiencing financial difficulty. Please contact the Mortgage Help Centre by: Phone: ▇▇▇▇ ▇▇▇ ▇▇▇ Fax: (▇▇) ▇▇▇▇ ▇▇▇▇ Email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇ 1.4 If the Borrower has a problem, please let the Bank know immediately because the Bank may be able to fix it. The Bank will attend to your concern promptly and courteously. 1.5 The Borrower can raise its concerns or complaints with the Bank by: (a) telephoning the Bank on 1300 236 344 7.00am – 11.00pm (AEST) Monday to Friday, (b) emailing mailto: ▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇, or (c) writing to the Bank at PO Box 480, BENDIGO VIC 3552. 1.6 If the Borrower is not satisfied with the response provided, the Borrower can refer the matter to the Customer Advocate who will impartially assess the Borrower’s complaint, keep the Borrower informed of the progress and provide the Borrower with a response. (a) telephone – ▇▇▇▇ ▇▇▇ ▇▇▇ (+▇▇ ▇ ▇▇▇▇ ▇▇▇▇) between 8.30am and 5.00pm (AEST/AEDT) weekdays (b) email – ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇ (c) post/letter – write to Customer Advocate, PO Box 480, Bendigo VIC 3552

Banking Code of Practice. 1.1 The Banking Code of Practice is a code of conduct which sets standards of good banking practice for the Bank to follow when dealing with the Borrower. It only applies to this Agreement if the Borrower is an individual who is not treated as a business under the Code or a small business (within the meaning of the Code). The Borrower can obtain a copy of the Banking Code of Practice from any of the Bank’s branches. 1.2 The Borrower can get further information in relation to the Bank’s banking services including information about: (a) standard fees, charges and interest rates; (b) our complaint handling procedures; and (c) confidentiality of your information, on request by telephoning the Bank on 1300 236 344, 344 or visiting our website ▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇. 1.3 The Borrower should tell the Bank as soon as possible if the Borrower is experiencing financial difficulty. Please contact the Mortgage Help Centre by: Phone: ▇▇▇▇ ▇▇▇ ▇▇▇ Fax: (▇▇) ▇▇▇▇ ▇▇▇▇ Email: ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇ 1.4 If the Borrower has a problem, please let the Bank know immediately because the Bank may be able to fix it. The Bank will attend to your concern promptly and courteously. 1.5 The Borrower borrower can raise its concerns or complaints a complaint with the Bank by: (a) Speaking to a staff member directly (b) telephoning the Bank on 1300 236 344 7.00am or +▇▇ ▇ ▇▇▇▇ ▇▇▇▇ from overseas (c) website ▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇/▇▇▇▇▇▇▇-▇▇ (d) secure email – 11.00pm by logging into e-banking (e) contacting us through a Bendigo Bank social media channel (f) contacting the Customer Feedback Team at: Reply Paid PO Box 480 Bendigo VIC 3552 Telephone 1300 361 911 8.30am – 5.00pm (AEST/AEDT) Monday to Friday, (b) emailing mailtoEmail: ▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇, or (c) writing to the Bank at PO Box 480, BENDIGO VIC 3552. 1.6 If the Borrower is not satisfied with the response provided, the Borrower can refer the matter to the Customer Advocate who will impartially assess the Borrower’s complaint, keep the Borrower informed of the progress and provide the Borrower with a response. (a) telephone – ▇▇▇▇ ▇▇▇ ▇▇▇ (+▇▇ ▇ ▇▇▇▇ ▇▇▇▇) between 8.30am and 5.00pm (AEST/AEDT) weekdays (b) email – ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇.▇▇ (c) post/letter – write to Customer Advocate, PO Box 480, Bendigo VIC 3552