Head Office
492 Olive Street
PO Box 343
Albury NSW 2640

Phone: 1300 004 863
Fax: 02 6051 3266           
E-mail: hume@humebuild.com.au             

Media Enquiries

Melissa Sweetland
General Manager - Customer Service, Sales and Marketing
Phone: 02 6051 3211

Hume Connect
Phone: 1300 551619

Financial Planning Enquiries
Phone: 02 6051 3233

Compliments, Feedback and Complaints
Phone:1300 004 863

Business Banking Enquiries
Phone: 02 6051 3233

Loan Enquiries
Fax: 02 6051 3255
Phone: 02 6051 3233

Insurance Enquiries
Phone: 02 6051 3299

Your feedback, be it in the form of a compliment, suggestion or complaint, is invaluable

There are 3 ways to contact us:

•     Speak to any of our branch staff;
•     Phone the Support Services Manager on 1300 004 863;
•     Complete our Customer Feedback Form.

Compliments

Our business is based upon providing excellent service to our customers and we like to think that we do this well. Positive feedback is a very valuable commodity; if you feel that a staff member has provided you with exemplary service, or that we have assisted you in some way, we would very much like to hear about it.

Suggestions

Responding to our customers’ requirements is a high priority. If you have a suggestion that you believe will help us in improving our product or service delivery, then please let us know.

Should you have a complaint about a product or service, we will do our best to resolve the issue quickly. We ask that you help us to resolve your complaint promptly by providing any relevant documentation and as much detail as possible.

Complaints

How long does it take?

It is our policy to try to resolve your complaint immediately. Where a complaint cannot be resolved immediately we will contact you within 21 days from receipt of all necessary information with either a decision or a progress update. Where we do need more time we will advise you of our decision within 45 days from receipt of all necessary information.

Credit card complaints may need to be resolved under the rules of the Visa International Card scheme in which case timeframes for response are governed by their rules.

Unresolved Complaints

We will make every effort to resolve your complaint in your favour, but recognise that on some occasions, your complaint may not be resolved to your complete satisfaction.Where you are not satisfied with the outcome, you may be able to pursue the matter further by referring it free of charge to the independent Credit Ombudsman Service Limited (COSL).The scheme has been established to assist customers resolve complaints in a fair, timely and cost effective manner.

Ombudsman Contact Details

You may contact the Credit Ombudsman Service Limited by any of the following methods:

Telephone
1800 138 422 (free call within Australia)
                  
Facsimile
(02) 9273 8440 (normal call rates apply)

Mail
Credit Ombudsman Service Limited
PO Box A252
SYDNEY SOUTH NSW 1235

Website  
www.cosl.com.au

Email
info@cosl.com.au

Financial Hardship Assistance

Finding your way through the tough times

We understand there are times when you may face temporary financial difficulties caused by unemployment, illness, or other unexpected circumstances.

If you are experiencing financial difficulties or anticipate that you might in the near future, the best thing you can do is speak to us as soon as possible. You may be surprised to learn you can get some helpful advice regarding your situation.

It’s important to discuss with us all the financial difficulties and concerns you are experiencing. Doing nothing does not help the situation and the problems may get worse. We have people who are here to listen and support you to manage your financial situation. We are committed to delivering exceptional customer service, by assisting customers through times of hardship where possible.

Finding Assistance

Financial Hardship Assistance Form