Tell us about your complaint

We're listening

If there’s something we can improve, or you're not satisfied with our products, services, staff or complaint handling process, it's important we hear about it so we can make things right.

We will take your complaint seriously, work with you to address your complaint and try to find a solution that's fair and reasonable. At all times, we follow our complaint handling principles.

Make a complaint

Make a complaint online

What happens after you've made your complaint?

  1. We'll let you know we’ve received your complaint (generally within two business days) and give you a reference number.
  2. We’ll send your complaint to the right team and give you the name and contact details of the person who’s handling it.
  3. We’ll work with you to find a fair solution.

How long will it take?

Most complaints can be resolved on the spot or within days.

If we’re unable to resolve your complaint within 21 days, we'll advise you that we need more time to investigate and keep you informed of our progress. For general insurance product or service complaints, we’ll let you know about our progress at least every 10 business days, unless it is resolved earlier or you agree to a different timeframe.

If there’s a delay and we're unable to provide you with a final response within 45 days, we'll tell you the reason for the delay, give you a date you can expect to hear an outcome and continue to update you on the progress. We’ll also tell you about your right to take your complaint to the Australian Financial Complaints Authority.

If you're unhappy with our response

You can lodge a dispute with the Australian Financial Complaints Authority (AFCA), an external dispute resolution body. AFCA provides a fair and independent complaint resolution service which is free for customers to access:

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Postal address: GPO Box 3, Melbourne, VIC, 3001

Consumer Data Right

The Consumer Data Right (CDR) legislation was introduced in August 2019 to allow you to share some of the data we hold about you with accredited organisations. Learn more about Open Banking and our Consumer Data Right policy.

If your complaint relates to how we handle your CDR data, including concerns the data we hold about you is incorrect, call us on 13 2221. If you’re not satisfied with our response, you can make a complaint.

If your complaint is about your privacy or how we handle your CDR data, you can also contact the Office of the Australian Information Commissioner:

Website: www.oaic.gov.au
Phone: 1300 363 992
Postal address: GPO Box 5218, Sydney NSW 2001

Tell us about your compliment

We love to hear about your positive experiences and when someone in our team makes things easier, quicker or special for you. We’ll pass on the compliment and make sure we keep up the good work.

Give a compliment

Staff compliment

Other ways to get in touch

Visit your nearest branch

Find your nearest branch

Write to us

CBA Group Customer Relations
Reply Paid 41
Sydney, NSW 2001

There's no need to use a stamp - we'll pay for the postage.

Accessibility services

For more info, visit the National Relay Service

Colonial First State (CFS) customers

If you have a complaint relating to an Investment, Superannuation and/or Pension product provided by CFS:

Call 13 13 36

8am – 7pm AEST Monday to Friday

(Sydney/Melbourne time)

Premier & private banking customers

If you have a Relationship Manager working with you for your Business, Institutional, Premium or Private Bank accounts, please contact them or your Private Banker in the first instance.

Insurance by AIA Health and AIA Australia

  • Health Insurance provided by AIA Health
    Call 1800 943 010
    8am - 6pm, Mon- Fri (Sydney/Melbourne time)
  • Life Insurance and Income Protection provided by AIA Australia
    Call 1800 491 588
    9am - 5pm, Mon -Fri (Sydney/Melbourne time)

Call our complaints team

8am - 6pm, 7days a week (Sydney/Melbourne time)

1800 805 605 from Australia

+61 2 9687 0756 from overseas1

Things you need to know

1 When calling from overseas using your mobile, standard roaming charges may apply. To avoid roaming charges, call the international operator in the country you’re in from a land line and provide them our number.