Feedback and complaints
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
Our aim is to resolve your complaint within 5 working days, however, where possible we will resolve your complaint as soon as we can.
Our Customer Managers will find a solution for you and ensure that you’re regularly updated about the progress we are making.
If you need some additional time, they will let you know. Your complaint will be reviewed in line with our FAIRGO principles.
We will apply our Legal Dispute Resolution Guidelines where there are legal proceedings. These Guidelines are based on model litigant principles
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.
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 Westpac Group Customer Advocate (Customer Advocate) or the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
From 1 July 2019 and for a 12-month period, AFCA will review eligible complaints dating back to the start of 2008. Westpac Group encourages customers to contact us directly in the first instance regarding any legacy complaints. Please refer to the AFCA website set out below for more information.
Customer Advocate
The role of the Customer Advocate is to provide an independent review of the outcome of your complaint. The Customer Advocate operates separately from our day to day business areas and its recommendations are binding on the bank. If you choose to contact the Customer Advocate first, you can still refer your complaint to AFCA if you remain dissatisfied. The Customer Advocate will advise you of the kinds of complaints they can help with. Find out more (and how to contact) your Customer Advocate.
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)