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PUTTING THINGS RIGHT

Fixing mistakes that affect you

We're putting things right for both our current and former customers, where things haven’t gone to plan. In many cases, this may mean we need to make a payment to you. Here’s some general information about what to expect if you’ve been affected.

How we put things right

Firstly, we sincerely apologise if you’ve been affected by an issue we’ve had or a banking error we’ve made.
 

We know you expect high quality financial products and services from us. Unfortunately, in some cases mistakes happen that may affect you and this may mean a bank refund is owed to you.
 

We own mistakes we’ve made and want to put things right as quickly and fairly as possible for you. We call this remediation. We’re also further improving how we do things to reduce the risk of banking errors happening.
 

Here’s what you can expect if we find an error affecting you:
 

  • We’ll fix the problem to stop more customers being affected.
  • We’ll contact you if you’ve been affected by it – usually by letter, email or notification through your Westpac App or Online inbox.
  • We’ll explain the error to you.
  • We’ll refund any money we owe you as quickly as possible.  
     

Often, the errors we identify may mean a refund is due to a group of customers with a specific type of account. On other occasions, if we find an error, we might need to review individual customer accounts to see if - and how – a customer has been impacted.

What guides our remediation work?

To manage and respond to customer complaints and any banking errors we’ve made, we use our FAIRGO Principles as our guide.
 

FAIRGO stands for Fairness, Action, Integrity, Respect, Genuine and Open. (Read more about our FAIRGO Principles.)

Will I be contacted if I’m owed a refund?

The short answer is yes. You’ll receive an email, letter, or a notification through Online Banking about the mistake we're fixing and if a payment is due or has been paid to you. Sometimes, we'll follow up by telephone or SMS, especially where we need information before we can make account payments.
 

Sometimes, when we’re looking into a mistake that may have affected your account, we’ll write to you to explain what is happening. We will follow up with another letter to let you know about the outcome and if a payment is owing.

FAQs

We’ll never send you email or SMS attachments with links asking you to verify your identity, provide your accounts or login details. Please do not respond or click on any links or attachments that might appear to be from us. Read about the latest scams and security threats.

Only some types of account payments and refunds will affect your tax returns. If this is the case, we’ll tell you about this in the letter sent to you and might also suggest you talk to your tax advisor.
 

The Australian Tax Office also provides general information for people who have received a refund from a bank remediation.

If you have any questions or concerns about a remediation letter or email you’ve received, don't hesitate to contact our Customer Care team who are ready to help. Their telephone and email contact details are on the remediation letter we sent to you.
 

Or you can get in contact with us by:
 

  • calling 132 032 – 8am – 8pm, 7 days a week from anywhere in Australia;
  • visiting any of our branches in person;
  • going online at Westpac – using our secure feedback form to provide feedback, share your suggestions, or make a complaint;
  • writing to us at Reply Paid 5265, Sydney NSW 2001.

If you’re not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA) on 1800 931 678.
 

AFCA is not part of Westpac and 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.
 

If you decide to contact AFCA, we recommend you make contact within six months from the date of your letter, as time limits can apply. To find out more about time limits, visit AFCA.