Complaints to Commonwealth Bank

If you’re unhappy with Commonwealth Bank’s service or products, you have several ways to make a complaint. Below is a complete, in‑depth guide you can follow.

Ways to submit a complaint

• By phone: call 1800 805 605 (within Australia) or +61 2 9687 0756 (from overseas) on weekdays, 8am–6pm Sydney/Melbourne time.
• Visit your nearest Commonwealth Bank branch in person.
• By post: send to CBA Group Customer Relations, Reply Paid 41, Sydney NSW 2001. A stamp is not required.
• Online: use the official complaints and compliments form (accessible via NetBank or the CommBank app), with or without logging in.

What to include in your complaint

To help us resolve your issue more quickly, please provide:

• Your name and preferred contact details (or remain anonymous if you prefer).
• A clear description of the issue, including the product or service involved and what went wrong.
• The resolution you are seeking.
• Any relevant supporting documentation (e.g. statements, emails).

How your complaint is handled

Once we receive your complaint:

1. We aim to resolve most complaints on the spot or within a few days. If escalation is needed, your case will be passed to Group Customer Relations.
2. You will receive an acknowledgement (usually the next business day) with a reference number and contact details of the person handling your case.
3. You can track progress through the CommBank app or NetBank messages. You may update your communication preferences at any time.
4. We investigate thoroughly and aim to provide a fair outcome. For general insurance complaints, we update you at least every 10 business days. For electronic payments disputes (ATM, EFTPOS, credit cards, BPAY), we aim to respond within 21 days.
5. If resolution takes longer than 30 days, we will explain the delay and provide an expected timeline.

If you're still not satisfied

If the outcome does not meet your expectations, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution body. AFCA is free for consumers.

• Phone: 1800 931 678 (Australia free call)
• Email: [email protected]
• Mail: GPO Box 3, Melbourne VIC 3001

Support and accessibility options

• You may authorise someone aged 18 or older to help you lodge or manage your complaint (such as a family member, legal adviser or financial counsellor).
• If English isn’t your first language, interpreter services are available via Translating and Interpreting Service (TIS). You can ask Branch or phone staff to arrange this for you.
• If you have hearing or speech impairments, services include TTY (call 133 677 then ask for 13 2221), SMS relay (text 0423 677 767), or voice relay (call 1300 555 727 then ask for 13 2221).

Complaint handling principles

Commonwealth Bank commits to:

• Free, fair and timely handling of complaints.
• Clear communication and updates.
• Working with you in plain English, with care and sensitivity to individual circumstances.
• Learning from complaints to improve future outcomes.