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Electronic Banking Terms and Conditions

Where to get help

I want to

Who to contact

Get help understanding something in this brochure

Call 13 2221 (24 hours a day, 7 days a week), or visit your local Commonwealth Bank branch.

If calling from overseas call +61 13 2221.

Activate my Debit MasterCard, Keycard or credit card

Request a higher daily electronic banking withdrawal limit

Obtain the balance on my account

Establish a password for Telephone Banking

Request a statement to be sent more frequently

Request a copy of the Bank's privacy policy

Request a copy of the Bank's privacy policy

Advise of change in personal details

Report a Debit MasterCard, credit card or Keycard or other device lost or stolen

Report that someone has knowledge of my PIN, password or other codes

Report unauthorised transaction on my account or a Mistaken Internet Payment

Call 61 13 2221 (24 hours a day, 7 days a week), or visit your local branch, or if calling from overseas +61 13 2221 or +61 2 9999 3283* (Available 24 hours a day, 7 days a week).

* Reverse charges are accepted if you call about a mistaken internet payment, unauthorised transaction, breach of password or loss, theft or misuse of a card or token. (To use this reverse charges number please contact the international operator in the country you are in and request to be put through to +61 2 9999 3283. Please note: we have no control over any charges applied by the local or international telephone company for contacting the operator.

Open a Youthsaver account

Visit NetBank on our website commbank.com.au/netbank, call 13 2221 (24 hours a day, 7 days a week), or visit any school participating in Student Banking.

Obtain details of the Bank's current fees

Call 13 2221 (24 hours a day, 7 days a week), or visit your local branch, or visit our website: commbank.com.au

Obtain current interest rates and special interest rate offers

Register to use NetBank

Get help with using NetBank

Register to use BPAY View

Visit NetBank on our website: commbank.com.au/netbank or call 13 2221 option 4 (24 hours a day, 7 days a week

Find out more about BPAY

Call 13 2221 (24 hours a day, 7 days a week).

Telephone Banking for hearing or speech impaired customers

Contact the Bank via the National Relay Service (24 hours, 7 days a week).

Get help with EFTPOS terminals

The EFTPOS Helpdesk on Freecall*(1800 022 966 is available 24 hours a day, 7 days a week).

Get help moving to Australia

Contact Migrant Financial Services by visiting our website: commbank.com.au/movingtoaustralia or if in Australia call Freecall* 1800 188 888 (24 hours a day, 7 days a week), or if overseas call 61 2 9762 0920 (24 hours a day, 7 days a week)

Make a complaint to Customer Relations, or contact them to access personal information

Write or fax your letter to:
Customer Relations Department, Commonwealth Bank Group, Reply Paid 41 Sydney NSW 2001 (fax: 1800 028 542), or Freecall* 1800 805 605 (unless made from a mobile). You can also email your complaint by completing the e-form on the website: commbank.com.au/feedback

Take a complaint to the Ombudsman

Write or fax your letter to:
Financial Ombudsman Service limited
GPO, Box 3, Melbourne Victoria 3001(fax: 03 9613 6399), or call 1300 780 808. Or visit their website: www.fos.org.au

General branch opening hours:

Monday to Thursday: 9.30am to 4pm. Friday: 9.30am to 5pm.

Some branches open past these standard hours and on weekends.  For details, visit our website: commbank.com.au/find-us.

* A free call unless made from a mobile, which will be charged at the applicable rate.

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