Customer Service

Customer Relations and Complaint Handling

At Heritage, we take your concerns and issues seriously. Whether you have a compliment, observation, suggestion or complaint, we’d like to hear from you.  Our People first philosophy means we put the needs of our customers first, and your feedback helps achieve this. Heritage has a transparent step-by-step approach that ensures your views are heard and resolved.

How to contact us

Step 1

  • In Person: Call into your nearest branch and talk to a staff member
  • Telephone: Speak to a Contact Centre representative on 13 14 22
  • Online: Visit our website at, and click on the ‘Contact Us’ link
  • Email:
  • Mail:
    Customer Feedback
    Reply Paid 190
    Toowoomba QLD 4350
    (no stamp required if posted in Australia)

Step 2

If an issue is not resolved to your satisfaction then you may request a review. Heritage has a specialised Customer Relations Team to expedite the investigation of complaints and other customer related issues. The Customer Relations Team reports directly to Senior Management and ensures that your concerns are addressed in a timely and impartial manner. 

The Customer Relations Team can be contacted via email, letter or telephone.

  • Email:
  • Telephone: 07 4694 9130
  • Mail:
    Customer Relations
    Reply Paid 190
    Toowoomba QLD 4350

How we resolve your concerns

Heritage will aim to acknowledge receipt of your complaint within 5 business days and provide you with a response within 21 days. For more complex matters, we may require up to 45 days to respond (or in relation to a Visa dispute up to 60 days). It is not always possible to resolve a complaint within these time frames, however we will keep you informed.

If Heritage is unable to resolve your concerns or you are unhappy with the outcome provided, you may request an independent review by the Australian Financial Complaints Authority (AFCA).

  • Email:
  • Mail:
    Australian Financial Complaints Authority
    GPO Box 3
    Melbourne VIC 3001
  • Telephone:  1800 931 678
  • Online:

Please note, AFCA may firstly refer you back to our Customer Relations Team if they believe Heritage has not yet had an opportunity to resolve the issue.