Compliments and complaints - Commonwealth Bank

Step 1: If you need help with a product or service, please use one of the contact methods below to answer your enquiry. You are also welcome to use our Support Community for answers to common customer questions.

Step 2: If you would like to make a complaint or compliment about a product or service, please contact Group Customer Relations via the feedback form below.

Step 1: Contact us

If you need assistance with a product or service, please use one of the contact methods below.

 

Phone

Online

General Banking

Log on to NetBank and click 'Contact us'

NetBank

13 22 21 (Option 4)

Log on to NetBank and click 'Contact us'

Business Banking

CommSec

CommInsure

13 24 23
(Home Insurance and Car Insurance)

13 10 56
(Life Insurance and Annuities)

13 20 15
(Superannuation and Investments)

Colonial First State

Commonwealth Essential Super

In person, at your local branch

National Relay Service

TTY/Voice:133 677

SSR: 1300 555 727

Step 2: Make a complaint / compliment

Your feedback is important to us. Please let us know if you are not satisfied with a product or service we have provided. You are welcome to provide a compliment regarding our people, products or services by using the contact methods below.

Contact Group Customer Relations

Call us: 1800 805 605 (8.30 am to 6.00 pm AEST Monday to Friday)

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

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

National Relay Service
TTY/Voice: 133 677
SSR: 1300 555 727

 

Our complaint process

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 like
  • Provide a final response within 45 days (most complaints can be resolved in a few days).

In the event of a delay and 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
  • Provide you with details of the relevant external dispute resolution scheme

We recommend that you:

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

If you are not happy with the response our Customer Relations team provide, you may refer your 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.

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

Compliments and suggestions

You are welcome to provide a compliment regarding our people, products or services by using the compliment form below.

You are welcome to provide a suggestion about our people, products or services by using the suggestion form below.

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