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YOUR FEEDBACK

Our goal is to excel at securing and enhancing the financial wellbeing of people, businesses and communities. That means if we get something wrong, we do what we can to make it right again.

Our team is ready to listen and help you with any problem or complaint you may need resolved. Equally, your compliments and suggestions encourage and help us to serve you better.

Complaints or Compliments

Complaints or compliments

Paying a compliment

If you compliment a specific staff member or team, we make sure your compliment is passed on so that they can be recognised for their service to you.

If you compliment a product, we pass your feedback onto the appropriate department to help them focus on what works well for our customers.

Submit a compliment

Talk to us

Where possible, we encourage you to visit your branch 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 into NetBank and click 'Contact us'

How to email us

NetBank

13 22 21 (Option 4)

Log into NetBank and click 'Contact us'

Business Banking

13 19 98

CommSec

13 15 19

CommInsure

13 24 23 (Home, Contents and Motor insurance)

13 10 56 (Life Insurance)

Colonial First State

13 13 36

Commonwealth Essential Super

13 40 74

In person, at your local branch

National Relay Service

National Relay Service contact numbers

Complaint process

What will happen

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

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

In the event of a delay

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

What you should do

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

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 can contact our Customer Relations team directly.

Customer Relations

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

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

Fax us: 1800 028 542

Complete an online form

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

 

TTY/Voice:133 677

SSR: 1300 555 727

External review

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.

Important information

When you contact us with your feedback we may record the telephone conversation and make notes about the issues you raise. Any information that we record is subject to our Privacy Policy.