What we do

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:

  • Investigate problems, resolve issues and make decisions
  • Improve the Bank’s products, systems and processes
  • Help if you’re in particularly challenging or complex circumstances or haven't been able to resolve your complaint

Our promise to you is to always listen and ensure that you receive a fair and reasonable outcome.

How to get help

  1. Contact the Bank’s complaints team. This gives the Bank the chance to investigate the situation and put things right. You can contact the team on 1800 805 605 or through our feedback page.
  2.  If you’re not happy with the outcome, you can either:
  • Contact your Customer Advocate and request a review. Decisions of the Customer Advocate are binding on the Bank, but not on you. Most reviews are completed within a fortnight. If you remain unhappy you can then contact the Australian Financial Complaints Authority (AFCA) for an external review. AFCA provides fair and independent financial services complaint resolution that is free to consumers
  • Contact AFCA for an external review without first going to your Customer Advocate. (Remember that your Customer Advocate is unable to review complaints that have already been investigated by AFCA.)

How to contact your Customer Advocate

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).  

Online

Submit your request for a review through our online form.

Email: customeradvocate@cba.com.au

Telephone

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.

Mail

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.

Resources 

Addressing Financial Abuse booklet

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.

 

 

Your Customer Advocate

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.

Download Your Customer Advocate brochure

Safe & Savvy guide

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.

Download Safe & Savvy guide