Upgrading our systems and launching a new phone number

As part of our continued commitment to improve our member experience, we have invested in upgrading our contact centre system. The new system will significantly enhance the support experience for our members by bringing together our call, email and webchat channels to create more seamless interactions. As part of this change, we are also transitioning to a new phone number.

What is a contact centre system?

When we say contact centre system, we’re talking about the software that helps us answer your calls. It makes it easier for us to answer your questions, direct your calls and connect with you through web chat and email so you can receive the support you need when and how you choose to interact with us.

What are the benefits of the new system?

Thanks to your valuable feedback, we know that our old system wasn’t offering the support our members need. We’re excited that our new system will help change that by:

• Providing options to direct your call to the appropriate team and offering a better call-back option, making it quicker and more convenient to get the help you need, when you need it.
• Improving the experience during wait times with better on-hold music and queue position announcements.
• Offering a new webchat functionality on our website for when phone calls don’t fit with you or your lifestyle.

Our ability to collect feedback from you calls will mean we can continue to improve on the performance and effectiveness.

What is the new phone number?

Our phone number has changed and from July you will be able to reach us on 13 8777. All other ways of contacting us will stay the same.

Our old number will continue to run in parallel for a few weeks while we transition and will give our members the opportunity to update our number in their records. We encourage you to save and use our new number 13 8777 as soon as possible for a better experience.

We’re here to help.

We understand that change can sometimes prove challenging, but we’re here to help make this transition as smooth as possible for you.

We know it's important that you can still find the support you need when our services change. In addition to our new phone number, our phone banking service has recently ended, so we've created a guide that will help you to access alternative services for your common banking needs. Access our Member Service Guide.

If you have any questions or need support during this change, you can reach us on 13 8777 from 8am-8pm Monday to Friday and 8am-2pm Saturday. Your experience is our top priority, and we appreciate your understanding during this time.