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 contact the Customer Advocate and ask for a final, 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.
  3. If you’re still unhappy, you can contact an external dispute resolution body including the Financial Ombudsman Service and the Superannuation Complaints Tribunal for an external review. 

    Keep in mind, the Customer Advocate is unable to review complaints that have already been decided by external dispute resolution bodies.

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.

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

Supporting cultural diversity 

We know that banking is an essential part of everyone’s life, yet there are still many within our community who face significant challenges. We want to help make their lives easier, that’s why we're focused on reducing – and, hopefully, eliminating – a number of these challenges.

Download Cultural Diversity report

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

Elder abuse awareness guide

Elder Abuse Awareness

We know that people over the age of 50 are at risk of financial abuse. Even though it’s hard to discuss, the more we understand what elder financial abuse is, the more we can identify it, talk about it, and take action to prevent it from happening.

Download Elder Abuse Awareness report