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Customer complaints

If you have a question about a product or service, our specialist teams are here to help. If you would like to make a complaint, our process, what you can expect from us and how long you can expect the process to take are outlined below.

COVID-19 Support Hub

Get the latest information on our COVID-19 support packages at anz.com/covid-19.

Need to get something sorted out?

Below are a number of teams that are here to help. If the team you’re looking for isn’t listed, please call us on 13 13 14 or +61 3 9683 9999 if you’re overseas. You can also visit your nearest branch.

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

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

Chinese (Simplified) 中文简体

Chinese (Traditional) 中文繁體

Greek Ελληνικά

Hindi हिन्दी

Italian Italiano

Korean 한국어

Vietnamese Tiếng Việt

How to make a complaint

Get in touch with us. The easiest way is to use the online complaints form or give us a call.

 

Call us

Write to us

ANZ Complaint Resolution Team

Locked Bag 4050, South Melbourne VIC 3205

Online complaints form

In person

Visit your nearest ANZ branch

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

Your review options

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

ANZ Customer Advocate

ANZ’s Customer Advocate offers an impartial review of complaints that have not been resolved through our internal dispute resolution process. Referral of your complaint to the Customer Advocate is an option, but is not mandatory.  ANZ is bound by the Customer Advocate’s findings, but you are not – you may still contact AFCA if you are not satisfied with the decision of the Customer Advocate.

 
Email: customeradvocate@anz.com

Mail: ANZ Customer Advocate
833 Collins St, Docklands, VIC 3008

Phone: +61 3 8654 1000   

 

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.

 
Email: info@afca.org.au

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

Phone: +61 1800 931 678   Website: www.afca.org.au