Back to: Our Commitments

We try to make sure you always get the service you need. But we know sometimes things can go wrong. When that happens, we want you to tell us so we can get it fixed.

Getting things fixed
We'll make it easy for you to tell us about your complaint, and we'll keep you informed along the way.

Step 1 - Just ask once
Speak to someone at your local branch or call us from anywhere in Australia on 1300 130 467. We're available to take your call any time. You can also contact us online with your complaint, comment or compliment.

Our Ask Once promise means that as soon as you contact us with your complaint, we'll get the resolution process moving.

Step 2 – You'll hear from us
We'll keep you updated regularly on what is happening so you'll never have to wonder. We'll also let you know who is handling your complaint. That way, you'll know who to contact with any questions you may have.

Step 3 – We'll aim to fix it
We aim to resolve your complaint as quickly and fairly as possible.

If you're not happy with the resolution of you complaint, you can contact the Customer Advocate - the ultimate gatekeeper for issues that cannot be handled through the resolution process.

The Customer Advocate is the final decision maker in relation to a particular complaint at Westpac.

Read our Resolving Complaints Policy: Let's Get Things Fixed (PDF 86kb)