Complaints, Compliments and Suggestions

At Commonwealth Bank, we put our customers at the centre of everything we do.  We also accept that sometimes we can get things wrong, and when this happens we’re determined to make them right again.

Our team is ready to listen and help you with any problem or complaint you might need resolved.

Your compliments and suggestions also encourage us to keep striving to serve you better.

It’s all about you!

So if you have a complaint, compliment or other feedback, please talk to us.

Making a complaint

When you make a complaint to us we will:

• acknowledge your complaint and make sure we understand the issue
• do everything we can to fix the problem
• keep you informed of our progress
• keep a record of your complaint
• give you our name, a reference number and contact details so that you can follow up if you want to; and
• provide a final response within 45 days. (Most complaints can be resolved in a few days.) 

If we are unable to provide a final response to your complaint within 45 days, we will:

• inform you of the reasons for the delay;
• advise of your right to complain to the relevant external dispute resolution scheme; and
• provide you with details of the relevant external dispute resolution scheme.

We recommend that you:

• gather any documents and other supporting information
• keep detailed records of letters, names, times and dates relating to your complaint, and
• let us know how you would like the complaint to be resolved.

To make a complaint:

STEP 1: Talk to us

Where possible, we encourage you to visit your branch or contact our General Enquiries team as soon as possible for assistance with your complaint.

We aim to resolve your complaint at your first point of contact with us.

	Phone	Online
General Banking	13 22 21	Log into NetBank and click 'Contact us' How to email us
NetBank	13 22 21 (Option 4)	Log into NetBank and click 'Contact us'
Business Banking	13 19 98	Send us an email
CommSec	13 15 19	Send us an email
CommInsure	13 24 23 (Home, Contents and Motor insurance) 13 10 56 (Life Insurance)	Send us an email Send us an email
Colonial First State	13 13 36	Send us an email
In person, at your local branch		Locate your nearest branch
National Relay Service	TTY/Voice:133 677 SSR: 1300 555 727	National Relay Service

 

STEP 2: Contact Customer Relations

If you have tried to resolve your complaint at your branch or through contacting any of the above customer service teams and are not satisfied with the outcome, you may also contact our Customer Relations team directly.

Customer Relations	Call us: 1800 805 605 (8.30 am to 6.00 pm EST) Call us from overseas: +61 2 9841 7000 (International charges apply) Fax us: 1800 028 542 Complete an online form Write to us: CBA Group Customer Relations, Reply Paid 41, Sydney NSW 2001
National Relay Service	TTY/Voice:133 677 SSR: 1300 555 727

 

STEP 3: External review

If you are not happy with the response our Customer Relations team provide, you may refer your complaint to external dispute resolution.

The Financial Ombudsman Service (FOS) offers a free, independent dispute resolution service for the Australian banking, insurance and investment industries. You can contact FOS on 1300 780 808, or by writing to Financial Ombudsman Service, GPO Box 3, Melbourne, VIC 3001, or online at www.fos.org.au.

The Superannuation Complaints Tribunal (SCT) is a Commonwealth body that deals with complaints about superannuation. You can contact the SCT on 1300 884 114, or by writing to Superannuation Complaint Tribunal, Locked Bag 3060, GPO Melbourne, VIC 3001, or online at www.sct.gov.au.

Giving a compliment

If you compliment a specific staff member or team, we make sure your compliment is passed on so that they can be recognised for their service to you. 

If you compliment a product we pass your feedback onto the appropriate department to help them focus on what works well for our customers.

You can give a compliment by using our online form.

Making a suggestion

Your feedback helps us to maintain a high standard of service and provide products and services that satisfy your needs. If you have a suggestion about how we can improve our products and services please let us know.

You can make a suggestion by using our online form.

Your information

When you contact us we might record your telephone conversation and make notes about your contact.

Any information that we record regarding your contact is subject to our Privacy Policy. Learn more about our Privacy Policy.