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If you’ve been affected by an error we’ve made, we’re sorry for letting you down. We’re doing our best to make sure it doesn’t happen again.

Receiving a refund

If you’re owed a refund, we’ll first try to identify a suitable account in your name to send your money to. If we can find one, you won’t need to do anything. We’ll let you know when we’ve sent your money.

If we can’t find a suitable account for you, you'll need to tell us where to send your refund. You can do this securely through our refund portal.1 

We’ll contact you up to three times by letter, email or SMS. These messages will let you know how much you’re owed and how to log on to the refund portal.

How to use the Refund Portal

To access the Refund Portal:

  1. Log on to the Refund Portal using the details we gave you
  2. Set up a new password
  3. If prompted, set up multi-factor authentication (MFA)
  4. Tap Submit or Pair device and Login

Once you’ve logged on, you’ll find what we owe you listed under Refunds on the Home page.

To claim your refund:

  1. Select Confirm Bank Details
  2. Enter your account details
  3. If required, upload a signed Bank Account Nomination Form.
  4. Select Submit

We’ll then attempt to process your payment within two months. If we need more information, we’ll be in touch.

Frequently asked questions

We need your account details so we can send your refund to you.

After entering your details securely in the refund portal, we’ll attempt to pay into that account.

We’ll then let you know if the payment was successful or unsuccessful – this can take up to two months. 

If your refund is over $1000, you’ll need to complete this form when submitting your bank account details. If you don’t see the prompt to upload this form, you won’t need to do anything.

We’ll try and contact you up to three times, over a period of at least 90 days. What we do after that depends on the value of the refund:

  • If it’s more than $500, we’ll lodge it as unclaimed money with ASIC. Find more information at the Moneysmart website
  • If it’s less than $500, we’ll make a donation to a charity or not-for-profit organisation. If this happens, you’ll still be eligible to claim the refund

Protecting you is our priority. Remember, we’ll never ask you for any banking information like your account or logon details.

To learn more about how we protect you and how you can protect yourself, visit CommBank Safe.

There may be tax implications of receiving a refund. You should check with your accountant or tax adviser to discuss your individual circumstances.

Things you should know

1 The account details will only be used for the purposes of the refunding your money. View our Group Privacy Statement to learn how we collect and store your information.