When a dispute arises, we believe it’s more important than ever to put People first. To ensure your dispute is dealt with in a timely manner, please complete the Disputed Transactions form (pdf, 258KB)
In all cases, Heritage will acknowledge receiving your dispute within 21 days of the dispute being lodged with Banking Operations - Card Services, 400 Ruthven Street, Toowoomba.
We will try our best to investigate and finalise your dispute within 21 days of receipt. Should we be unable to finalise your dispute, for any reason, within 21 days, we will contact you in writing to notify you that we need more time.
In instances of disputed transactions where a Heritage ATM is not involved, Heritage acts on the customer's behalf to liaise with the other financial institution or merchant. Should it not be possible for Heritage to intervene on the customer's behalf, Banking Operations - Card Services shall, after receipt of the dispute form, advise the customer of this in writing.
All Heritage disputes using a card and PIN are governed under the ePayments Code of Conduct outlined in the Guide to Heritage Deposit Products.