How does the complaint process work?

When you lodge a complaint, we'll try to get back to you as soon as possible. We may respond in-app or via SMS or email.

Our response team are currently available Monday to Friday from 9am–5pm AEST/AEDT, so if you submitted your complaint outside of these hours it might take us a little while longer to respond.

Once you've submitted your complaint, we'll acknowledge your complaint, contact you if we need more information and try to resolve your complaint quickly.

For more information on our complaints process, how to make a complaint via the National Relay Service or other ways to make a complaint, please view the ANZ Complaint Guide.

If you're not satisfied with the outcome of your complaint

After you've received an outcome from us, you can escalate your complaint to 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. In some cases you may be able to escalate your complaint to AFCA prior to receiving your outcome from us.

Contact them through the following:

Mail: GPO Box 3, Melbourne, VIC 3001

Email: info@afca.org.au

Phone: 1800 931 678

Website: afca.org.au