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24 May 2022 - Update on contact centre wait times: Recently our customers have been experiencing unusually (and unacceptably) long waiting times when calling our contact centre. We apologise for this inconvenience and are taking important steps to improve. Read more here.

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2022-04-28 10:05 am
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Complaints and disputes

How to make a complaint and what we’ll do to make it right.

What’s on this page

If you need to raise concerns with us or are unhappy with how we’ve handled something, here are some steps you can take. Alternatively, you can speak with our customer advocate before deciding what to do – they can help you understand the best course of action for you.

Making a complaint

1: Register your complaint

  • Call 132 888 
  • Submit a complaint
  • Post a letter to Bank Australia, Private Bag 12, Kew VIC 3101.

Often, we can fix the issue as soon as we know about it.

Don’t have time right now? Read through the options later in our complaints and dispute resolution guide.

2: If you’ve spoken up and need to escalate it

If you feel your issue hasn’t been resolved, you can refer it to our Resolution Team. This team acts independently to investigate complaints. 

Take this step if: 

  • your complaint has not been satisfactorily resolved within 5 business days
  • you feel uncomfortable dealing with the manager responsible for fixing your complaint
  • you are not satisfied with a manager’s response to your complaint or with their conduct
  • you feel your complaint should be investigated in confidence, without specified staff being responsible for the bank’s response.

How to escalate

You can send us a secure internet banking message, or call or write to us.

Call 132 888

(Outside Australia we’re on +61 3 9854 4666)

Monday to Friday 8:00am-8:00pm AEST/AEDT 

Saturday 9:00am-2:00pm


Bank Australia, Resolution Team, Private Bag 12, Kew Vic 3101

3: How to take it outside of Bank Australia 

If the Resolution Team is unable to resolve the matter to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). 

  • Web: 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

Note that if you lodge a complaint with AFCA, they will generally refer your complaint back to us. So if you haven’t already, please approach us directly – this should result in a quicker resolution.

About our Customer Advocate

Bank Australia’s Customer Advocate is Chris Newey, Head of Operational Risk.

The Customer Advocate operates separately from other business units. Their job is to:

  • listen to customers
  • make sure customers can follow a simple process when things go wrong
  • facilitate fair and timely outcomes for customers
  • identify ways we can improve our products, processes and systems.

How to contact Chris, our Customer Advocate

  • Email: customeradvocate@bankaust.com.au
  • Mail: Customer Advocate, Bank Australia, Private Bag 12, Kew VIC 3101

Need help?

Send us a secure message via the app or internet banking

Or call us