Contact us

Over the phone, on the Internet, at a place of your choice or in a branch.

Newcastle Permanent is committed to excellence in member support and service. We are happy to answer your questions about our products and services. That's what we're here for.

Head office:

307 King Street, Newcastle West NSW 2302

Postal address:

PO Box 5001 Hunter Region Mail Centre NSW 2310

By phone:

Call 13 19 87 to talk to one of our Member Support Representatives 7 days a week, including most public holidays. If calling from overseas +61 2 4907 6501.

Support Centre opening hours:

Phone Banking:

For Phone Banking service call 13 19 12.
If calling from overseas +61 2 4927 4555.
(NB: If calling from overseas you will need an international access code provided by your phone company.)

Fax us:

Fax us on 02 4927 4475.
Fax us from overseas on +61 2 4927 4475.

Lost or stolen cards:

Please report lost or stolen Newcastle Permanent cards immediately on 13 19 87. This service is open 24 hours.
Call us from overseas on +61 2 4907 6501.

By email:

Provide feedback by email. We will respond to your enquiry within one business day. This email service is for general enquiries only, and not for providing or receiving personal or account related information.

If you have a personal or account related enquiry please send us a secure Message via Internet Banking, or by visiting a branch, or calling us on 13 19 87.

At a branch:

To find an ATM or branch location near you, use our Locate us  or call us on 13 19 87.

Branch opening hours:

The University of Newcastle, John Hunter Hospital and Parramatta Branch:

Obtain ATM or branch details via SMS

Did you know you can also find your nearest Newcastle Permanent ATM or branch on your mobile phone via a simple SMS message? Send your suburb name (or the name of your local shopping centre) as an SMS* message to:

Save these numbers into your contacts list and you'll always be able to find your nearest ATM or Branch location, even when you're out and about.

At your place:

Call 13 19 87 to make an appointment for one of our Community Lending Managers to visit you at your convenience to discuss all your home loan requirements.

Complaints:

At Newcastle Permanent we are committed to excellence in member support and service. If you are unhappy with a product or service, or we do not meet your expectations, we want to know. You have the right to raise your complaint through a Newcastle Permanent branch, by contacting our Member Support Centre on the phone numbers above or by putting your issue in writing. We will reply to your complaint promptly.

If your complaint isn't resolved to your satisfaction, you can ask to have your complaint referred to our Dispute Review Committee. 

Find out more about the Committee and how your complaint is reviewed and resolved:

• Download (PDF)

Finally, if you are unhappy with the Dispute Review Committee's determination you can ask to have your complaint reviewed by an Independent Ombudsman, the Credit Ombudsman Service Limited (COSL).

Find out more about the COSL resolution processes and procedures:

• Download (PDF)

*SMS costs 55c including GST. Members who do not have premium phone line SMS enable on their mobile phone will not be able to send SMS messages to the phone number listed above.