Tell us about your compliment

We’d love to hear about your positive experience and how someone in our team made something easier, quicker or special for you.

Tell us about your experience so we can pass on the compliment and build on what we do well.

Give a compliment

Staff compliment

Tell us about your complaint

We're listening

If you have a complaint contact us in the first instance. If we've done wrong, or you're not satisfied in any way, it's important we hear about it so we can make things right.

We'll take your feedback seriously, work with you to address your complaint quickly and aim to find a resolution that's fair and reasonable. In doing so, we will uphold the Bank's complaint handling principles each and every time.

Consumer Data Right

The Consumer Data Right (CDR) legislation was introduced by the Australian Government in August 2019 to allow you to share some of the data we hold about you with accredited organisations. The Bank’s CDR Policy can be found here Open Banking.

If your complaint relates to how we handle your CDR data, including concerns that the data we hold about you is incorrect, please contact us on 13 2221 in the first instance. If you are not satisfied with our response then you can raise a complaint using the process below. 

How it works

  1. Gather any supporting documents or records with names, times and dates that will assist our investigation into your complaint
  2. Get in touch to let us know about your complaint. You may need to provide us with your full name, preferred contact details and a description of your complaint and how you’d like it resolved. The quickest way is to call our complaints team or visit your local branch
  3. We'll acknowledge your complaint (generally within 2 business days), give you a reference number and the name and contact details of the person who is handling your complaint
  4. We’ll do what we can to fix your problem, making sure it doesn't occur again for you or anyone else and let you know once we have a resolution

How long will it take?

Most complaints can be resolved on the spot or within days. We'll keep you informed of our progress and if we're unable to resolve your complaint within 21 days we'll tell you that we need more time to investigate.

In the event of 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 update you monthly.

If you're unhappy with the response

You can lodge a dispute through the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001

You can also contact The Office of the Australian Information Commissioner if your complaint is about your privacy or how we handled your CDR data.

Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone 1300 363 992


How to get in touch

Tell us online

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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

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 us

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

1800 805 605 from Australia

+61 2 9687 0756 from overseas