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CommBank support / Compliments and complaints

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 complaint seriously, work with you to address your complaint quickly and aim to find a resolution that's fair. Sometimes we may need more time, but we'll keep you updated regularly throughout the process to let you know where things are at. 

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 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, 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 resolution

You can contact our Customer Advocate or 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)
Website: www.afca.org.au
Email: info@afca.org.au
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.

Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone 1300 363 992
Visit oaic.gov.au

 

How to get in touch

 Call us

1800 805 605 from Australia
+61 2 9687 0756 from overseas

Tell us online

Take me there

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.

Tell us about your complaint for CMLA

  • Life Insurance (including Risk Insurance)
  • Investments (including Investment Life Insurance)         
  • Superannuation (including eligible rollover funds)

How to raise a complaint about CommInsure life insurance, investments or superannuation products