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Putting things right, when we get it wrong

ANZ has identified current and former customers who may have been impacted by errors we’ve made. We're working hard to put things right and in many cases this means making customer payments to address our mistake - we call this process remediation. 

If you have been impacted, we’re sorry we’ve let you down – we know this is not what you expect of us.

Our team is focused on identifying and fixing past mistakes and providing fair, consistent and timely remediation to our customers. We’re also working hard to ensure that we prevent errors like these from happening again.   

How will my payment be made?

If we determine that you are eligible for a remediation payment, there are different ways a payment could be made to you. The method of payment depends on various factors, for example, whether you have an eligible ANZ accountdisclaimer and the size of the payment.

If you hold an eligible ANZ account we will deposit the payment directly into your account. You can view the payment in the ANZ App, ANZ Internet Banking and on your next statement.

If we are unable to identify a suitable ANZ account for payment, we will either:

  • send you a letter with a cheque enclosed; or
  • send you a letter providing you with details to claim your refund via anz.com.

If you have been sent a cheque or an invitation to claim your refund via anz.com and would prefer an alternative payment method you can call our Customer Remediation Specialist Team on 1800 245 416 (or +61 3 8699 6956 if calling from outside Australia), Monday to Friday, 8am to 6pm (AEST/AEDT).

More information about each of our payment types

If you hold an eligible ANZ account we will deposit the payment directly into your account. You will be able to identify the payment on your account statement or in Internet Banking with a ‘Remediation Identifier’ (RID) followed by a number which refers to a particular remediation eg ‘RID123’.

In some circumstances, we will send you a letter with more details regarding the remediation and your payment.

If you have any questions you can call our Customer Remediation Specialist Team on 1800 245 416 (or +61 3 8699 6956 if calling from outside Australia), Monday to Friday, 8am to 6pm AEST.

In certain circumstances we may send you a letter with a cheque enclosed. If you receive a cheque, please ensure you deposit it as soon as possible, and no later than 15 months from its date of issue.

If you have any questions or would like to discuss alternate payment methods you can call our Customer Remediation Specialist Team 1800 245 416 (or +61 3 8699 6956 if calling from outside Australia), Monday to Friday, 8am to 6pm (AEST/AEDT).

In certain circumstances, we may send you a letter providing you with details to claim your refund via anz.com

The letter will provide instructions for nominating an Australian bank account to receive the payment.

If you have any questions or would like to discuss alternate payment methods you can call our Customer Remediation Specialist Team 1800 245 416 (or +61 3 8699 6956 if calling from outside Australia), Monday to Friday, 8am to 6pm (AEST/AEDT).

Need more help?

Customer Remediation Specialist Team

Our Customer Remediation Specialist Team are here to help you. 

Weekdays
8am - 6pm (AEST/AEDT)
International Number: +61 3 8699 6956

1800 245 416

ANZ Private Banking and Advice Review Team

The information on this page is for our Australian Retail and Commercial customers. For Wealth or Advice related queries contact:

Weekdays, 9am - 5pm (AEST/AEDT)
or email PBAReview@anz.com

1800 943 020

Your questions answered

If you hold an eligible ANZ account we may process a deposit directly into your account. You will be able to identify the payment on your account statement or in Internet Banking with a ‘Remediation Identifier’ (RID) followed by a number which refers to a particular remediation eg ‘RID123’.

If you have any questions regarding the tax implications of your payment, please discuss these with a registered tax agent or with the Australian Taxation Office.

The Australian Tax Office also provides general information for people who have received a payment from a bank remediation.

There are a number of factors that can inform how your payment has been calculated. If you have enquiries regarding your calculation you can contact our Customer Remediation Specialist Team.

Our Customer Remediation Specialist Team are here to help you. 

Customer Remediation Specialist Team
1800 245 416
Weekdays
8am - 6pm (AEST/AEDT)
International Number: +61 3 8699 6956

If you have a question or query our Customer Remediation Specialist Team is here to help. 

If you would like to make a complaint, what you can expect from us and how long you can expect the process to take is outlined here.

If you’re not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA) on 1800 931 678.

AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g. banks), where that complaint falls within AFCA’s terms of reference.

An active eligible account is an open bank account held by a customer that funds can be paid into, without the customer incurring fees or interest. The account ownership must be exactly the same as the account ownership of the impacted account.

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