Westpac Banking Corporation and its related bodies corporate in Australia and overseas (the ‘Westpac Group’) are committed to protecting your privacy.
All Westpac Group Australian businesses are bound by the Privacy Act 1988 (Cth) and must protect your personal information according to that Act and other applicable laws, such as the Spam Act 2003 (Cth) (‘Privacy Laws’).
When you apply for, register your interest in, or enquire about a product or service, we collect information that is reasonably necessary to be able to provide you with those products or services. For instance, we may ask for identification information such as your name, address and date of birth.
Resolving your privacy concerns and complaints - your rights
If you have a question or complaint about how your personal information is being handled by us, our affiliates or contracted service providers, please contact us first using the contact details provided below.
Delivering on our service promise
We're constantly striving to provide the best possible service, and we'll do our best to resolve any concern you have efficiently 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 five (5) business days, and where possible we will resolve your complaint on the spot. If we need 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 Managers in our Customer Solutions team.
Our Customer Solutions 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.
- over the phone on 1300 130 467– call centres are open 8am – 8pm, Monday - Saturday from anywhere in Australia
- visiting any of our branches in person
- online at westpac.com.au – using our secure feedback form to provide feedback, share your suggestions, or provide a complaint or compliment; or
- write to us at Reply Paid 5265, Sydney NSW 2001.
XYLO customers can contact us by
- calling 1300 XYLO FX (1300 995 639);
- emailing customercare@XYLO.com.au; or
- visiting our website xylo.com.au
Our Privacy Officer can also be contacted in relation to privacy concerns by writing to Reply Paid 5265, Sydney NSW 2001.
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).
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
GPO Box 3 Melbourne VIC 3001
Phone: 1800 931 678 (free call)
Under the Privacy Act you may complain to the Office of the Australian Information Commissioner (OAIC) if you have raised a complaint with us and you’re not happy with our response or have concerns about the way we handle your personal information. The contact details for the OAIC are set out below:
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Secure webform: Privacy Complaint Form