How you can make a complaint We have a dispute resolution system to deal with any complaint you may have.

To make a complaint: Hume Bank Limited Hume Bank Limited > speak to any of our branch staff; ABN 85 051 868 556 ABN 85 051 868 556 AFSL No. 244248 AFSL & Australian Credit > call 1300 004 863; Licence No. 244248 General Enquiries > complete the Customer Feedback form located on our 1300 004 863 11 October 2017 website www.humebank.com.au; E: [email protected] W: www.humebank.com.au > send a letter or any other correspondence to Hume Bank Limited, Disputes Resolution Officer, 492 Olive St, Albury NSW 2640. We will try to resolve your complaint as quickly as possible, but in any event within 21 days. Branch Locations Where you are not satisfied with the outcome of your complaint, Albury Wagga Wagga you may be able to pursue the matter further by referring Head Office 115 Baylis Street it free of charge to the independent Credit and Investments 492 Olive Street, Wagga Wagga NSW 2650 Ombudsman, by any of the following methods: Albury NSW 2640 Phone (02) 6939 7440 Phone (02) 6051 3211 Fax (02) 6971 8134 Fax (02) 6051 3255 Telephone: 1800 138 422 (free call within Australia) Kooringal Mall Fax: (02) 9273 8440 (normal call rates apply) Myer Centrepoint 269 Lake Albert Road, David Street, Kooringal NSW 2650 Mail: Credit and Investments Ombudsman Limited Albury NSW 2640 Phone (02) 6939 7442 Reply Paid 252 Phone (02) 6051 3306 Fax (02) 6926 6936 Fax (02) 6041 3314 South Sydney NSW 1234 Southcity Shopping Centre Lavington Square 1 Tanda Place, Website: www.cio.org.au Griffith Road, Glenfield Park NSW 2650 Email: [email protected] Lavington NSW 2641 Phone (02) 6939 7441 Phone (02) 6051 3302 Fax (02) 6971 2897 If your complaint relates to an insurance product, we will Fax (02) 6040 3508 promptly refer it to the insurer. The insurer will attempt to resolve Thurgoona Plaza Regional the matter in accordance with their internal dispute resolution Shuter Avenue, Thurgoona NSW 2640 procedures. To obtain a copy of the insurer’s procedures please Corowa Phone (02) 6051 3325 79 Sanger Street, Corowa NSW 2646 contact us. Where you are not satisfied with the outcome of Fax (02) 6043 3140 Phone (02) 6051 3305 Financial Services an insurance complaint, you may be able to pursue the matter Fax (02) 6033 4312 further by referring it free of charge to the independent Financial Wodonga Culcairn Ombudsman Service (FOS Australia) subject to its terms of Shop 2, 50 Balfour Street, Wodonga Place Culcairn NSW 2660 and Credit Guide reference. You may contact the Financial Ombudsman Service Cnr Elgin Boulevard and High Street, Phone (02) 6051 3310 Limited (FOS Australia) by any of the following methods: Wodonga VIC 3690 Fax (02) 6029 8121 Phone (02) 6051 3309 Fax (02) 6022 9066 Yackandandah The Financial Ombudsman Service Australia 18 High Street, Yackandandah VIC 3749 This guide tells you about: Birallee Village Phone (02) 6051 3311 Telephone: 1800 367 287 Birallee Place, Fax (02) 6027 1184 > who we are and how you can Post: GPO Box 3, Melbourne, Victoria 3001 Wodonga VIC 3690 Phone (02) 6051 3304 Howlong contact us Website: www.fos.org.au Fax (02) 6043 4304 45 Hawkins Street, Howlong NSW 2643 Phone (02) 6051 3317 > Whitebox Rise Fax (02) 6026 8322 what services we are licensed to Shop 12, Victoria Cross Parade, Wodonga VIC 3690 Jindera provide Phone (02) 6051 3326 Cnr Urana Road and Creek Street, Jindera Fax (02) 6024 3462 NSW 2642 > relationships we have with other Phone (02) 6051 3323 Fax (02) 6026 3718 product issuers Wangaratta Rutherglen > how we are paid for providing those 76 Reid Street, 128-130 Main Street, Rutherglen VIC 3685 Wangaratta VIC 3677 Phone (02) 6051 3321 services Phone (03) 5721 3322 Fax (02) 6032 7017 Fax (03) 5721 3977 > how you can make a complaint This Financial Services and Credit Guide (FSCG) is designed to They may also receive benefits such as tickets to events and other Credit Guide assist you in deciding whether to use any of the services offered similar benefits either from us or from product providers whose We have an Australian Credit Licence which authorises us to in this FSCG. products we sell. be a credit provider in relation to consumer lending products, regulated by the National Credit Code. We are: We may earn commission and make payments as follows: Our consumer lending products include: Hume Bank Limited ABN: 85 051 868 556 Commission and Payments > Home loans > Personal loans AFSL & Australian Credit Licence No. 244248 Allianz Australia Insurance up to 20% of the base premium Ltd and Strata Community > Overdrafts General Insurance you pay when you first acquire a Insurance Agencies Pty You can contact us by: policy or renew that policy > Credit cards Ltd (“SCI”) > visiting your local branch > Residential property investment loans > AWP Australia Pty Ltd, t/a calling us on 1300 004 863 Travel Insurance 30% of the base premium Allianz Global Assistance > online at www.humebank.com.au Our obligations > in writing addressed to us at Allianz Australia Insurance Consumer Credit up to 20% of the base premium As a credit provider under the National Credit Code we must Ltd and Allianz Australia 492 Olive Street Albury NSW 2640 Insurance you pay not enter into a credit contract with you or increase the credit Life Insurance Ltd We will comply with the Customer Owned Banking Code of limit of an existing contract unless we assess that the credit Allianz Australia Life up to 20% of the annual Practice in our dealings with you. Life Insurance contract or increase in limit is not unsuitable for you. This is Insurance Ltd premium you pay known as a “suitability assessment”. Financial Services Guide Sickness 15% of the base premium you and Accident ACE Insurance Ltd We are licensed under the Corporations Act to deal and advise pay What does “not unsuitable” mean? in the following financial products (including on behalf of others): Insurance A credit contract will be unsuitable for you if (at the time when > basic deposit products; 2.5% of the base premium you the contract is entered into or the credit limit is increased) it does not meet your requirements or objectives or it is likely > non-basic deposit products; Health Insurance GMHBA Ltd pay when you first acquire a policy or renew that policy that you will be unable to comply with your financial obligations > non-cash payment facilities; under the contract or will only be able to comply with substantial > general insurance; and BPAY BPAY Pty Ltd 46¢ for each transaction hardship. > life products – limited to life risk insurance products (consumer Allianz Australia Ltd, credit insurance). up to 20% of the base premium Commercial Global Transport & Your right to a copy of the suitability assessment you pay when you first acquire a Full details of all these products are contained in the Product Insurance Automotive Insurance policy or renew a policy If your application for credit or an increase in your credit limit has Disclosure Statements which we may issue with this FSCG or Solutions Pty Ltd been approved, you can contact us using the contact details may be obtained at any branch. You should consider the Product 20% of the administration fee set out in this Guide and ask for a written copy of the suitability Commercial HIB Insurance Brokers Disclosure Statement before making a decision to acquire or and 20% of the commission assessment. We will provide this to you free of charge within Insurance Pty Ltd keep any of the above products. earnt by HIB the time frames set out below: Our policy is only to provide general advice in relation to these 1% of the total AUD order products. MasterCard Prepaid amount and between 10% and Your request We will give you Cash Passport Management Services 40% of the foreign exchange is made: your assessment: Cards Pty Ltd margin on funds loaded via What relationships do we have with other product As soon as possible after we receive your Hume branches Before the Credit Day* issuers? request In relation to basic deposit products and non-cash payment 30% of the sum of the fee we Up to 2 years after the Credit Within 7 business days after we receive your Telegraphic Western Union Business charge you and the foreign products, we are generally acting on our own behalf. When we Day* request arrange to issue insurance products, we do so on behalf of the Transfers & Drafts Solutions (Australia) exchange margin on the transaction insurers who are the product issuers. Details of who the relevant Between 2 and 7 years after Within 21 business days after we receive your product issuer is will be included in the Conditions Of Use or Deposit Power the Credit Day* request CBL Insurance Ltd up to 25% Product Disclosure Statement for that insurance product. Guarantee * The Credit Day is the date the credit contract is entered into or Community Hume Bank Ltd Ranges from $50 to $350 the credit limit is increased. How we are paid for providing those services Rewards Program Our staff are remunerated by salary and do not receive We do not have to provide a suitability assessment to you if commissions. They may be eligible for an annual bonus payment Professional indemnity insurance your application is declined. which is based on a number of factors which include: We are regulated by the Australian Prudential Regulation Authority We are not obliged to provide you with a copy of a suitability > standards achieved in customer service; and and so we are not required by the Australian Securities and assessment for contracts entered into before January 2011, or > performance against targets. Investments Commission to have professional indemnity insurance. once 7 years since the credit day has elapsed.