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Complaints and feedback

At ANZ, we’re here to help. If you need help solving a problem, you can either contact our customer service teamsmake a complaint or give feedback.

Looking for COVID-19 updates and the latest support options?

See the latest COVID-19 support options for ANZ customers and tips on banking from home during this time. Learn more.

Need to get something sorted out?

Do you have a question about an ANZ product or service? Call 13 13 14 (in Australia) or +61 3 9683 9999 (from overseas) or visit your local branch for help. We also have specialist teams that help with some products and services.

If you are deaf, or have a hearing or speech impairment, you can contact us via the National Relay Service.

Make a complaint or give feedback

You can give feedback or make a complaint with our Complaint Resolution Centre. Our team will review your feedback then work with you to find a solution.

Call us

Speak to our Complaint Resolution Centre team.

1800 805 154

Monday – Friday (excluding national public holidays)
8am - 7pm (AEST)

Use our online form

Make a complaint, suggestion or provide feedback online.
 

Lodge feedback online

Write to us

Send your feedback by mail to this address:
 

ANZ Complaint Resolution Centre
Locked Bag 4050, South Melbourne
VIC 3205

After you lodge a complaint

Once you've lodged a complaint with our Customer Resolution Centre, we will:

  •   Try to resolve your complaint quickly
  •   Let you know if we can't resolve it in 5 business days
  •   Contact you for more information if needed
  •   Assess your complaint on its merits
  •   Let you know how to get our response reviewed if you're not satisfied with the outcome

Get your complaint reviewed

You can have your complaint reviewed if you’re not happy with the solution our Complaint Resolution Centre offers you. There are two ways you can do this:

ANZ Customer Advocate

If you’re not satisfied with our response, you can request a free and impartial review by the ANZ Customer Advocate, that operates separately from ANZ’s businesses.

Escalation to the Customer Advocate is an option, but not mandatory. ANZ is bound by the Customer Advocate's findings in all cases but you don’t have to accept the Customer Advocate’s decision.
 

833 Collins St, Docklands, VIC 3008

customeradvocate@anz.com

+61 3 8654 1000

anz.com/customeradvocate

Australian Financial Complaints Authority (AFCA)

If you’re not satisfied with our response you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA offers free, fair, independent and accessible dispute resolution to customers who are unable to resolve their complaint directly with their financial services provider. Generally, you will need to give us a chance to resolve your query first.
 

GPO Box 3, Melbourne, VIC 3001

info@afca.org.au

1800 931 678

afca.org.au