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Your complaint matters

We're constantly striving to provide the best possible service, and we'll do our best to resolve any concern you have quickly and fairly.

Our commitment to you
 

If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right.

Our aim is to resolve your complaint within 5 working days, however, where possible we will resolve your complaint on the spot. If we need some additional time to get back to you, we will let you know. Should we be unable to resolve your concern at your first point of contact, we will then refer the complaint to our dedicated Customer Solutions team.

Our Customer Managers are here to find a solution for you and will ensure that you're regularly updated about the progress we are making to resolve your complaint. Your complaint will be reviewed in line with our FAIRGO principles. Find out more

We will apply our Legal Dispute Resolution Guidelines where there are legal proceedings. These Guidelines are based on model litigant principles.

The Westpac Group also has a Customer Advocate whose role is to advise and guide our complaint team on how best to resolve a complaint and also to listen to customers and recommend changes be made to bank policies, procedures and processes.

If you do have a suggestion, compliment or complaint, here's an easy way to let us know

Use the form below, it shouldn't take too long.


Customers in need of extra care

We provide additional support for people in vulnerable circumstances such as family violence, financial abuse or people living with dementia. We can also help people facing financial hardship in a number of ways.

Find out more

Other ways to get in touch

Over the phone

Please call us from anywhere in Australia on 132 032, 8am - 8pm, 7 days a week except Public Holidays.

If you are overseas, please call +61 2 9155 7700, 24 hours a day, 7 days a week.

By post or in branch

Westpac Customer Solutions

Reply Paid 5265, Sydney NSW 2001

You can tell us in person

Please use our branch locator to

 

If you are a Business Bank, Institutional Bank, Premium Banking or Private Banking customer,
please contact your Relationship Manager or Private Banker in the first instance.
 


If you are still unhappy

If you are not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
 

Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA) is not part of Westpac. AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g. banks), where that complaint falls within AFCA’s terms of reference.

The contact details for AFCA are set out below.

Australian Financial Complaints Authority

Online: www.afca.org.au  
Email: info@afca.org.au
Phone: 1800 931 678  (free call)
Post: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

Other alternatives

Other options may be available to you.  You may wish to get legal advice from your community legal centre or Legal Aid. You can also contact ASIC, the regulator, for information on 1300 300 630 or through ASIC’s website at www.asic.gov.au
You can review our feedback brochure here. (PDF 1MB)