Feedback and complaints
Your complaint matters
Our commitment to you
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. 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 in the moment. 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.
We will apply our 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 complaints team in how best to resolve a complaint and also to listen to customers and recommend changes be made to bank policies, procedures and processes.
Our public complaints policy
- how you may lodge a complaint;
- the options available to assist customers who may need additional assistance to lodge a complaint;
- our key steps for dealing with complaints, including acknowledgement, assessment and investigation, and provision of an IDR response;
- response timeframes; and
- details about accessing Australian Financial Complaints Authority (AFCA) where a complaint is not resolved.
If you do have feedback or a complaint, here's an easy way to let us know.
Use the form below, it shouldn't take too long.
Customers with accessibility requirements
We take seriously our commitment to provide accessible services for our customers and ensuring our complaints process is easy to understand and use.
If you are Deaf and/or find it hard hearing or speaking with people, these videos show how simple it is to share feedback with us, and what you can expect if you raise a complaint.
For more information on all our accessible options, please go to Access and Inclusion.
- Our complaints process - with Auslan interpreter
- Our complaints process - with captions
Easy English guide on how to make a complaint
This document is translated into easy English, a style of writing that helps people with a range of communication needs to understand important information. This guide explains how to make a complaint and what happens if you do complain.
If you need to, you can get someone to help you:
- Read this book
- Understand what this book is about
- Find more information
There are a few easy ways to share feedback, you can choose the one that suits you best.
Plain language translation guide - how to make a complaint
This guide is to help customers who don't speak English as their first language and wish to make a complaint. This guide explains how to make a complaint, what we will do to fix the problem and how long you can expect the process to take.
The guide is available in the following languages:
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.
Other ways to get in touch
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
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.