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How to make a complaint

Our customers are at the centre of everything we do. We know that sometimes we can get things wrong, and when this happens we’re determined to make them right again. Our team is ready to listen and help you with any problem or complaint you might need resolved. 

When you make a complaint to us we will:

  • Acknowledge your complaint and make sure we understand the issue
  • Do everything we can to fix the problem
  • Keep you informed of our progress
  • Keep a record of your complaint
  • Give you our name, a reference number and contact details so that you can follow up if you want to; and
  • Provide a final response within 45 days. (Most complaints can be resolved in a few days.) 

If we are unable to provide a final response to your complaint within 45 days, we will:

  • Inform you of the reasons for the delay;
  • Advise of your right to complain to the relevant external dispute resolution scheme; and
  • Provide you with details of the relevant external dispute resolution scheme.

Before you make a complaint, we recommend that you:

  • Gather any documents and other supporting information
  • Keep detailed records of letters, names, times and dates relating to your complaint, and
  • Let us know how you would like the complaint to be resolved.

STEP 1: Talk to us

Where possible, we encourage you to visit your branch, speak to one of our Sales Representatives, or contact our General Enquiries team as soon as possible for assistance with your complaint. We aim to resolve your complaint at your first point of contact with us.

Phone Online
General Banking 13 22 21

Log on to NetBank and click 'Contact us'

How to email us

NetBank 13 22 21 (Option 4)

Log on to NetBank and click 'Contact us'

Business Banking 13 19 98

Send us an email

CommSec 13 15 19

Send us an email

CommInsure 13 24 23 (Home Insurance and Car Insurance) Send us an email
13 10 56 (Life Insurance and Annuities) Send us an email
13 20 15 (Superannuation and Investments) Send us an email
Colonial First State 13 13 36

Send us an email

Commonwealth Essential Super 13 40 74

Send us an email

In person, at your local branch

Locate your nearest branch

National Relay Service

TTY/Voice:133 677

SSR: 1300 555 727

National Relay Service

 
Step 2: Contact Customer Relations

If you have tried to resolve your complaint at your branch or through contacting any of the above customer service teams and are not satisfied with the outcome, you may also contact our Customer Relations team directly.

Customer Relations

Call us on 1800 805 605 between 8:30am - 6:00pm

(Sydney/Melbourne time) Monday – Friday.

Call us from overseas on +61 2 9841 7000 (International charges apply)

Fax 1800 028 542

Fax for overseas clients + 61 2 9841 7700 (International charges apply)

Complete an online form

Write to us: CBA Group Customer Relations, Reply Paid 41, Sydney NSW 2001

For overseas clients write to: CBA Group Customer Relations, Reply Paid 41, Sydney NSW Australia 2001

National Relay Service

TTY/Voice:133 677

SSR: 1300 555 727

STEP 3: External review

If you're not happy with the response our Customer Relations team provides, some categories of investor may be eligible to refer their complaint to external dispute resolution.

The Financial Ombudsman Service (FOS) offers a free, independent dispute resolution service for the Australian banking, insurance and investment industries. You can contact FOS on 1300 780 808, or by writing to Financial Ombudsman Service, GPO Box 3, Melbourne, VIC 3001, or online at www.fos.org.au.

The Superannuation Complaints Tribunal (SCT) is a Commonwealth body that deals with complaints about superannuation. You can contact the SCT on 1300 884 114, or by writing to Superannuation Complaint Tribunal, Locked Bag 3060, GPO Melbourne, VIC 3001, or online at www.sct.gov.au.


To give us a compliment

If you would like to compliment a specific staff member or team, we'll ensure your feedback is provided so they can be recognised for their service to you. If you're happy with a product or service, we'll pass your feedback on to the appropriate department so we can continue to focus on what works well for our customers. To give a compliment, please complete our online form.

To make a suggestion

Your feedback helps us to maintain a high standard of service and provide products and services that satisfy your needs. If you have a suggestion about how we can improve our products and services, please complete our online form.

Keeping your information safe

When you contact us we might record your telephone conversation and make notes about your contact. Any information that we record regarding your contact is subject to our Privacy Policy. Learn more about our Privacy Policy.

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