You are entitled to the best service and outcome every time you contact us. Sometimes we fall short of this mark but we’re always trying to improve.
This is why we’ve appointed Dr Brendan French to be your dedicated Customer Advocate.
Brendan and his team have one purpose – to ensure you’re treated fairly and ethically. To achieve this, they work independently to improve our products, systems and processes. They can also help if you’re in particularly challenging or complex circumstances or haven't been able to resolve your complaint.
How to get help with your complaint
If you have a complaint, please contact our complaints team on 1800 805 605.
If you’re not satisfied with the outcome you are welcome to contact the Customer Advocate and ask for a further, independent review.
The Customer Advocate operates separately from the Commonwealth Bank’s day to day business areas. Decisions of the Customer Advocate are final and binding on the Bank, but not on you. If you remain dissatisfied, you can still contact external dispute resolution bodies including the Financial Ombudsman Service and the Superannuation Complaints Tribunal for an external review.
How to contact your Customer Advocate
When you contact us, you will be asked for your contact details, a summary of your complaint and your complaint reference number (if you have one).
Submit your request for a review through our online form
Email: customeradvocate@cba.com.au
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
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. A national version will be available soon.
Download the Addressing Financial Abuse booklet