skip to log on skip to main content
VoiceOver users please use the tab key when navigating expanded menus

Customer complaints

We’d like the opportunity to get it right for you and build a better experience for all our customers. For information about how to make a complaint and what you can expect from us, see below.

Not a complaint? Message us in the ANZ App

For fast-track support straight to a specialist, log into the ANZ App, tap on Support and Message us. Your identity will already be confirmed and we can help with your general banking questions and needs.

How to make a complaint

Get in touch with us. The easiest way is to use the online complaints form or other ways are listed below.


Write to us

ANZ Customer Resolution Team

Online complaints form

In person

Visit your nearest ANZ branch

If you have a Relationship Manager, please feel free to contact them

Call us

We want to hear from you and resolve your complaint

We strive to deliver excellent products and services to our customers, but if we get things wrong, we want to hear from you.

We are committed to working with you to understand what’s happened and to try to resolve your complaint promptly. We promise to listen to you and do our best to find a solution that is fair and reasonable.

The ANZ Complaint Guide will provide clarity on how to make a complaint, what you can expect from us and how long you can expect the process to take.

ANZ Complaint Guide (PDF 745KB)

Aside from English, the guide is also available in Arabic, Korean, Hindi, Vietnamese, Simplified Chinese, Traditional Chinese, Italian and Greek.

If you need it in another language or format, please call 13 13 14 or +61 3 9683 9999 from overseas.

Arabic العربية (PDF 832KB)

Chinese (Simplified) 中文简体 (PDF 834KB)

Chinese (Traditional) 中文繁體 (PDF 851KB)

Greek Ελληνικά (PDF 758KB)

Hindi हिन्दी (PDF 832KB)

Italian Italiano (PDF 742KB)

Korean 한국어 (PDF 887KB)

Vietnamese Tiếng Việt (PDF 773KB)

Auslan Complaints Guide

ANZ is committed to providing accessible services for our customers.

This video explains our complaints process in Auslan, including how to raise a complaint and what you can expect from ANZ when you do.

For more information about our accessible options please go to Accessible Banking | ANZ

Easy Read Complaints Guide

Our Complaints Guide is available in Easy Read format, which presents important information in a way that is very easy to understand. This helps people with communication needs, including people with disability, people who use English as a second language or people who have difficulty reading.

The guide talks about:

  • How to make a complaint
  • What happens if you do complain 
  • Support you can get to make a complaint

Easy English Complaints Guide (PDF 4.67MB)

Your review options

If you’re not satisfied with our response, you can contact the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority (AFCA)

AFCA is external to ANZ. It provides a free and independent dispute resolution service for individual and small business customers who are unable to resolve their complaints directly with ANZ.


Mail: Australian Financial Complaints Authority GPO Box 3
Melbourne, VIC, 3001 

Phone: +61 1800 931 678   Website: