It’s very important that you contact us as soon as you can.
Please complete the Disputed Transactions form in full and return to us by fax, email or post, or to your nearest Heritage Branch.
If you are unsure of what information you need to provide, please contact us on 13 14 22.
We will also need to know the location of the card at the time of the transaction occurring (for example, was the card in your wallet, lost, stolen or left at a friend’s house?).
We will acknowledge receipt of your dispute in writing.
We may need to contact you if we need additional information to support the dispute, such as:
NOTE: In some instances, we may process a temporary credit to your account while we investigate. If dispute is not found in your favor, we will reverse that credit at the conclusion of the investigation.
Yes. You can cancel your dispute at any time by contacting our Contact Centre on 13 14 22.
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.
You will be contacted to acknowledge receipt of your complaint within five working days. We will usually complete our investigation of your concerns within the following time frames:
Should it take longer than 21 days to investigate your complaint, we will keep you informed about our progress.
All Heritage disputes using a card and PIN are governed under the ePayments Code of Conduct outlined in the Guide to Heritage Deposit Products.
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).
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.