Effective 5 October 2021 the below changes will apply to all Heritage Deposit Products as follows:
Simply Access (S1); Cash Management Account (S8); Loan Offset (S9); Mortgage Crusher (S10); Money Manager (S24); Pension Plus (S65); Target Bonus (S12); Christmas Club (S14); Online Saver (S26); Community Saver (S27); Business Cheque (S13); Club Cheque (S21); Trust Account (S40); Body Corporate (S16); Body Corporate Special (S17); Term deposits; Farm Management Deposit At-Call (S70); Farm Management Deposit Term (I70).
Our Target Market Determinations (TMD’s) are available at www.heritage.com.au/TMD.
BPAY ® is not an available transaction method for Online Saver (S26) accounts.
For disputed transactions (including unauthorised transactions), the following will apply.
You must read your statements carefully and let us know immediately by calling 13 14 22 if you have a query, if you think there is a mistake, information is missing or there are transactions that were not authorised. For disputed transactions you should contact us immediately by calling 13 14 22. Card Scheme Rules impose time limits after the expiry of which our ability to dispute a card transaction on your behalf may be lost. We may not be responsible for any loss to you where it can be shown that you have unreasonably delayed notifying us of an unauthorised transaction.
We will handle complaints in accordance with the following process.
Your complaint matters
If you are unhappy with your Heritage experience and would like to make a complaint, there are a number of ways to let us know:
What happens when you make a complaint?
We will acknowledge your complaint promptly, either verbally or in writing, and do our best to resolve it straight away.
We aim to resolve all complaints within 21 days, especially if it involves financial hardship, a default notice or notice to postpone enforcement proceedings. However in some cases it may take up to 30 days.
Your complaint may take a little longer to assess if we need more information or if your complaint is complex. In all cases, we’ll keep you updated on the progress.
If we can’t resolve your complaint within 5 business days, our final response will be provided in writing.
We may refer your complaint to our Customer Relations Team who will work with you to provide an outcome. If this happens, we’ll let you know and give you the direct contact details for the staff member who will be managing your complaint.
Heritage can provide you with information about how we manage complaints in alternative formats and languages upon request.
If you have a hearing or speech impairment, you can access additional support through the National Relay Service on 1300 555 727. Heritage also offers a free interpreter service for our members.
The Australian Financial Complaints Authority (AFCA)
If you are not satisfied with our response, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides free and independent financial services complaint resolution and can be contacted on:
Phone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
The updated Guide to Heritage Deposits Products is available in branch, online here or by phoning 13 14 22 on request.
Find another reason to love Heritage, when you refer a family member, colleague or friends to us, you can both go into the draw to win a $1,000 gift card!. And if your friend gets a Home Loan in the first three months of joining, you can both receive a $250 gift card.