Feedback and complaints
We welcome your feedback whether it's a compliment, suggestion or a complaint. If you're ever unhappy about something we've done - or perhaps not done - please give us the opportunity to put things right.
- Over the phone - 1300 130 467 - this is the fastest way to provide feedback and resolve any concerns.
If you're overseas and calling because you're having difficulties with your credit or debit card, or you have not received your replacement card, simply call reverse charges on +61 3 6345 1058.
- Online - using our secure feedback form
- In person - at any branch
- Post - to Reply Paid 5265, Sydney NSW 2001
- Fax - 1300 655 858.
How long does it take?
Where possible, we'll resolve your complaint on the spot. However, depending on the nature of the issue, this may take up to 5 business days. So if we need some additional time, we'll let you know.
Then what happens?
Find out more about how we resolve complaints (PDF 483kb). If we can't resolve your concern, we’ll refer it to our dedicated Customer Relations team. In this case, we’ll provide a reference number and a date you can reasonably expect a response by.
What if I'm not satisfied?
If you feel we haven't fairly resolved your concern, there are several industry bodies that can help.
For unresolved complaints other than superannuation related, please contact the:
For unresolved complaints about superannuation funds, annuities and deferred accounts and retirement savings accounts, contact the: