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 up for those who may not be heard, as we know almost everyone can go through challenging circumstances at some point 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 make sure you receive a fair and reasonable outcome. As part of this promise, we will uphold the Bank's complaint handling principles in each and every one of our reviews.

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 from the complaints team, you can either:
  • Contact your Customer Advocate and request a review. Customer Advocate decisions are binding on the Bank, but not on you. Most reviews are completed within 15 business days. If you’re still unhappy with the outcome, you can contact the Australian Financial Complaints Authority (AFCA) for an external review or
  • Contact AFCA for an external review without first going to your Customer Advocate. AFCA provides independent financial services complaint resolution that’s free to consumers. (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 the Customer Advocate, you'll be asked for your contact details, a summary of your complaint and your complaint reference number (if you have one).  

You have several options to contact your Customer Advocate:

Online

Submit your request for a review through our online form.

Email: customeradvocate@cba.com.au

Telephone

Phone: 1800 832 806 (freephone from Australian landlines) from 8.30am to 5pm Sydney time, Monday to Friday.

We can also arrange the National Relay Service or an interpreter if you need it. 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 – we’ll pay for the postage.

On 1 November 2019, as part of CBA’s planned divestment of CommInsure Life to AIA Australia Limited (AIA), AIA obtained an appropriate level of direct management and oversight of the CommInsure Life business (Colonial Mutual Life Assurance Society Limited ABN 12 004 021 809 AFSL 235035, or CMLA). This means that the Customer Advocate is able to review complaints about CommInsure Life products that only relate to the sale of those products by CBA – complaints about the products themselves or claims are handled by CMLA.

Read more about lodging a complaint with CMLA

Resources 

Safe & Savvy guide

The Commonwealth Bank launched the Safe and Savvy awareness program to help Australian seniors protect themselves from financial abuse. 

Safe and Savvy is designed to help safeguard Australian seniors 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