Compliments & complaints

Help us improve our service to you. If you'd like to pay us a compliment or are dissatisfied with any aspect of the service you have received, please let us know.

• Phone our Customer Relations team on 1800 805 605
• If you're overseas, call +61 2 9841 7000
• Complete the online feedback form
• Or write to us at:
  Customer Relations
  Commonwealth Bank Group
  GPO Box 41
  Sydney, NSW, 2001

 

Making a formal complaint

We recognise that sometimes things don't go as well as they should. If you have a complaint, let us know so we can fix the problem. We will investigate the complaint, answer your questions and do all we can to regain your confidence.

Dispute resolution

We expect that our frontline staff, managers or Customer Relations team will completely resolve the issues you raise. If however, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution service.

The Commonwealth Bank Group is a member of a number of external dispute resolution schemes covering banking, insurance, investment as well as superannuation.

Financial Ombudsman Service

The Financial Ombudsman Service is an impartial, independent and free external dispute resolution scheme for disputants. Before the Ombudsman can investigate the matter, you must have first given us the opportunity to review it.

The Ombudsman cannot investigate problems that, for example:

• Involve a claim for more than $280,000
• Involve a commercial decision by a bank, such as whether a loan is approved
• Involve the Bank's general policy or practice, such as interest rates or fees

The contact details for the Ombudsman are:

Financial Ombudsman Service
GPO Box 3
Melbourne Victoria 3001
Tel: 1300 780 808
Fax: 03 9613 6399

Web site: www.fos.org.au

Superannuation Complaints Tribunal

The Superannuation Complaints Tribunal (SCT) is an independent tribunal set up by the Commonwealth Government to resolve most complaints in relation to Superannuation Funds.

The contact details for the SCT are:

Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne Vic 3001
Tel: 1300 884 114
Fax: 03 8635 5588

Web site: www.sct.gov.au