Steps in making a complaint

While we welcome any positive comments you may have, it is equally important for us to know when you have a problem so that we can resolve it and retain your confidence.

To save yourself valuable time, gather all the facts and documents about the complaint, think about the questions you want answered and decide what you want us to do.

Once you have compiled all the relevant information, please follow the below steps.

Step 1 - Talk to us

Where possible, we encourage you to contact us as soon as possible for assistance with your complaint. We aim to resolve your complaint at your first point of contact with us.

Step 2 - Contact Customer Relations

Sometimes, a complaint is complex or requires a more detailed investigation than our team is able to provide. If this is the case, your complaint might be referred to our Customer Relations team for specialist assistance.

If you have tried to resolve your complaint through the Client Service Team and are not satisfied with the outcome, you may also contact our Customer Relations team:

Phone: 1800 805 605
Mail: CBA Group Customer Relations
Reply Paid 41
Sydney NSW 2001
Fax: 1800 028 542

Step 3 – Contact the Australian Financial Complaints Authority

If you are not satisfied with our response and wish to proceed further then you may take the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Before the Australian Financial Complaints Authority can investigate your complaint, you must have first given us the opportunity to review it.

The contact details for the Australian Financial Complaints Authority are:

Phone: 1800 931 678
Email: info@afca.org.au
Internet: www.afca.org.au
Mail: GPO Box 3
Melbourne VIC 3001