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Life’s better on the Upside
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Resolve a Complaint

If you feel let down while using Up, we want to know so we can make things right

We’re listening

If you have a complaint, our team is here to help.

Here’s how you can reach out to our team:

When you raise a complaint:

  • We’ll be objective, proactive and work with you to try and find a solution that's fair and reasonable.
  • Your complaint will be documented, investigated and used to improve the experience for you and all Upsiders.

National Relay Service

Users who are deaf or have hearing or speech impairment can call through the National Relay Service:

  • TTY

    users phone 133 677 then ask for 1300 002 258

  • Internet relay

    users connect to the National Relay Service and then ask for 1300 002 258

  • Speak and Listen (speech-to-speech relay)

    users connect to the National Relay Service and then ask for 1300 002 258

Translating and Interpreter Services

If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services (TIS). This service is available in over 150 languages and is provided by the Department of Home Affairs. Please let us know if you would like us to arrange this service for you.

We also have a guide available in an Easy English format, explaining the complaints process in a plain language that is concise and easy to understand.

If you’re unhappy with the resolution

If you’re not satisfied with our response to your complaint, you have the option to refer your complaint to the relevant external dispute resolution scheme.

Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:

Note: Time limits may apply to escalate complaints to AFCA. We recommend you act promptly and consult the AFCA website for further info.

Office of the Australian Information Commissioner (OAIC)

If you’re not satisfied with our response to a complaint about how we handle your personal information, you can contact the OAIC:

This charter and related links form our policy on Customer Feedback Management and is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.

eSafety Commissioner

If you're not satisfied with our response to a complaint relating to online safety issues, you can contact the eSafety Commissioner.

The eSafety Commissioner is Australia's national independent regulator and educator for online safety, established to protect Australians from serious online harms such as cyberbullying, image-based abuse, and illegal content.

You can find our policy on Customer Feedback Management including procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting. You can also view our Code of Conduct

Last updated: 30 May 2025

Life’s better on the Upside

Up acknowledges the Wurundjeri Woi-wurrung and Bunurong Boon Wurrung people of the Eastern Kulin Nation as the traditional custodians of the land where we build and create. We recognise their deep creative connection to Country, and want to continue this notion of play and knowledge sharing. Aboriginal and Torres Strait Islander sovereignty was never ceded, this continent always was and always will be Aboriginal land.

We Pay The Rent

Up is a brand of Bendigo and Adelaide Bank Limited, ABN 11 068 049 178, AFSL and Australian Credit Licence 237879. Any advice provided on this website is of a general nature only and does not take into account your personal needs, objectives and financial circumstances. You should consider whether it is appropriate for your situation. Registered address: The Bendigo Centre, Bath Lane, Bendigo, Vic, 3550.