About the Mutual Banking Code of Practice

The new Code expresses our commitment to member benefit, community involvement, fairer fees and customer service. It sets out 10 key promises and specific ways we will deliver on those promises. We undertake to comply with this Code in all our dealings with you.

Our 10 Key Promises

1. We will be fair and ethical in our dealings with you
2. We will focus on our members
3. We will give you clear information about our products and services
4. We will be responsible lenders
5. We will deliver high customer service and standards
6. We will deal fairly with any complaints
7. We will recognise member rights as owners
8. We will comply with our legal and industry obligations
9. We will recognise our impact on the wider community
10. We will support and promote this Code of Practice.

For more details

You can get a full copy of the Code at any of our Branches or clicking here. The Code includes detailed provisions on how we will handle fees and rates, credit limit increases, guarantees, account statements, chargebacks, members in financial difficulty, debt recovery, reverse mortgages, finance broking and complaints.

Changes to terms and conditions

The terms and conditions of your accounts will not change. However, the way we tell you about changes to your account will change a little, for the better. From now on:

We will give you at least 20 days advance notice before we:
• Introduce a new fee or charge
• Increase a fee or charge
• Reduce the number of fee-free transactions permitted on the account
• Vary the minimum balance to which an account keeping fee applies
• Vary the method by which interest on your account is calculated, or
• Vary the circumstances when interest is credited or debited to your account.

We will notify you of an increase in the interest we charge on your loan or credit facility no later than the day on which the change takes effect. We will also advise you of any new minimum repayment amount. We will notify you of other changes to your account when we next communicate with you.

Telling you about changes to terms and conditions

We may notify you of changes in these ways: on or with your account statement; notification by letter or other direct communication; announcement via our newsletter or website; or advertisement in the local media or national media. In deciding the method of notification, we will consider the nature and extent of the change, as well as the cost and effectiveness of different methods of notification.