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The Customer Advocate is here to represent you, our customers — to make sure you’re heard, understood and treated fairly every time you deal with us. Our aim is to speak loudest for those who may not be heard otherwise, while acknowledging that almost everyone can go through challenging circumstances at some time in their lives.
While we’re not independent of the Bank, we’re independent within the Bank, with the power to:
Our promise to you is to always listen and ensure that you receive a fair and reasonable outcome.
When you contact us, you'll be asked for your contact details, a summary of your complaint and your complaint reference number (if you have one).
Telephone: Freecall 1800 832 806
8:30am - 5pm Sydney time, Monday to Friday
We can also arrange the National Relay Service or an interpreter, if you wish. Let us know if you’re calling from a mobile and we’ll call you back to save you the expense.
Customer Advocate,
Commonwealth Bank of Australia
Reply Paid 88915
SYDNEY NSW 2001
There's no need to use a stamp as we’ll pay for the postage.
The Commonwealth Bank and Domestic Violence NSW launched Addressing Financial Abuse, a booklet for domestic and family violence support workers in NSW to help affected people establish financial independence as a key step in leaving an abusive relationship.
The booklet provides guidance on the simple steps that can be taken to promote financial independence, such as opening up a new personal bank account; financial safety planning; freezing joint accounts and changing account passwords.
We speak your language when it comes to these matters. Guides in your local community language are now available.
Customers deserve a loud voice, particularly those whose voice is hard for us to hear. Commonwealth Bank has a Customer Advocate to champion fairness for customers. We have four areas of focus: Advocacy, Prevention, Insights and Remediation.
The Commonwealth Bank launched the Safe and Savvy awareness program to help older Australians protect themselves from financial abuse.
Safe and Savvy is designed to help safeguard older Australians and their families from elder abuse, fraud and online scams. It was developed in collaboration and consultation with seniors’ rights advocates, subject matter experts and elder abuse support service organisations.
