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Contact us

Over the phone, online, at a place of your choice or in a branch, Newcastle Permanent is committed to providing 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. 

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:

Monday to Friday 8 am - 8 pm
Saturday & Sundays 8 am - 4 pm

Online

Provide feedback online. We will respond to your enquiry within one business day.

Please note that this form is intended for general enquiries relating to products and services. If you have a personal or account related enquiry please send us a secure Message via Internet Banking, drop into your local branch, or call us on 13 19 87.

Please do not send account or personal information via this form.

By Post

Head office:

307 King Street, Newcastle West NSW 2302

Postal address:

PO Box 5001 Hunter Region Mail Centre NSW 2310

At your local Branch

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

Branch opening hours:

Monday to Friday 9 am - 5 pm
Saturdays 9 am - 12 pm

The University of Newcastle and John Hunter Hospital branches are closed Saturdays.

By Fax

Fax us on 02 4927 4475

Fax us from overseas on +61 2 4927 4475

Useful Information

Phone Banking

To use our Phone Banking service please call 13 19 12.
If calling from overseas +61 2 4927 4555.

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.  

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.

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

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

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