Compliments, suggestions and complaints - Corporate Responsibility

Compliments, suggestions and complaints

ANZ is committed to ensuring our products and services meet your expectations and we value any feedback you have regarding how we are performing.

If you would like to compliment one of our staff or have a suggestion on how we can improve, we want to know. If we make a mistake, or our service doesn't meet your expectations, we also want to know.

Here is how to get in touch with us:

Talk to our staff at your local ANZ Branch or Business Centre.

Call our Customer Response Centre toll free on: 1800 805 154 (8am – 7pm AEST weekdays)

Write to :
ANZ Customer Response Centre
Locked Bag 4050
South Melbourne, VIC 3205

Or email Yourfeedback@anz.com*

Fax: +61 3 9683 9287

*For security reasons, please DO NOT provide any confidential or account specific information via email. Communications via email that are not encrypted are not secure.

Resolving complaints

We always try to resolve your complaint on the spot, however sometimes this may not be possible.

ANZ has a number of steps you can follow to resolve an issue:

1. Contact one our specialists in our Customer Response Centre to work closely with you to resolve your complaint. We aim to resolve the majority of complaints within a maximum of five business days.

2. If you are not satisfied with the resolution offered by our Customer Response Centre, you can have your complaint reviewed by ANZ’s Customer Advocate who provides a free, independent review of your complaint.

If you remain concerned with the outcome of your complaint, you can contact the Financial Ombudsman Service (www.fos.org.au). Please note that before the Financial Ombudsman can investigate your complaint, they do require you to have first provided us with the opportunity to address the complaint.