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Feedback and complaints

Westpac Group is committed to providing great service, and our people are dedicated to ensuring we help our customers through life to achieve their financial goals.

If we have not lived up to this promise, and you have a concern or complaint about us, we want to make sure you’re listened to and that your issue is dealt with in a fair and balanced way.

Contact us

  • Over the phone - 1300 130 467 - centres are open 8am - 8pm, 7 days a week from anywhere in Australia. This is the fastest way to provide feedback and resolve any concerns.
  • Report hoax or scam
  • In person - at any branch
  • Online - provide feedback, share your suggestions, provide a complaint or compliment using our secure feedback form
  • Post - to Reply Paid 5265, Sydney NSW 2001.

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 885KB). If we can't resolve your concern, we’ll refer it to our dedicated Customer Experience team. In this case, we’ll provide a reference number and a date you can reasonably expect a response by.

If you are not satisfied with the outcome of your initial complaint you can ask for an independent review by your Westpac Customer Advocate or raise it with the Financial Ombudsman Service (FOS) or the Superannuation Complaints Tribunal (SCT) - contact details are available below. If you request the Customer Advocate to carry out an independent review of your complaint and are not satisfied with the results, you can still raise your complaint with  FOS or SCT.

Find out more about Your Customer Advocate.

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:

Financial Ombudsman Service (Australia)

GPO Box 3
Melbourne VIC 3001
Phone: 1800 367 287
Fax: 03 9613 6399
Email: info@fos.org.au
Website: www.fos.org.au

For unresolved complaints about superannuation funds, annuities and deferred accounts and retirement savings accounts, contact the:

Superannuation Complaints Tribunal

Locked Bag 3060 GPO
Melbourne VIC 3001
Phone: 1300 884 114
Fax
: 03 8635 5588
Email: info@sct.gov.au
Website: www.sct.gov.au