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 prefix.)

SMS Services:

Internet Banking Members can request information about accounts by sending an SMS to the Newcastle Permanent SMS Services number 0427 842 408 with an action code and the Quick Access Number (QAN) allocated to the account. The action codes to use are as follows:

• BAL QAN#  = the available balance of the requested Account. e.g. Bal 1
• TRN QAN# = up to 5 most recent transactions for the requested Account (most recent first) e.g. Trn 2

Read more about the setting up and using the SMS service.  

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 and John Hunter Hospital branches are closed Saturdays.

At your place:

Call 13 19 87 to make an appointment for one of our Community Lending Managers to visit you at a convenient time 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 (57kb 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 (472kb PDF)

Here's some more information for you:
*The link provided is to a website controlled or offered by a third party (non-Newcastle Permanent). This link is provided for convenience only and does not represent any endorsement by Newcastle Permanent of the products or services offered by the website owner.