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Customer complaints
We’d like the opportunity to get it right for you and build a better experience for all our customers. For information about how to make a complaint and what you can expect from us, see below.
Not a complaint? Message us in the ANZ App
For fast-track support straight to a specialist, log into the ANZ App, tap on Support and Message us. Your identity will already be confirmed and we can help with your general banking questions and needs.
How to make a complaint
Get in touch with us. The easiest way is to use the online complaints form or other ways are listed below.
In person
Visit your nearest ANZ branch
If you have a Relationship Manager, please feel free to contact them
Call us
- Call ANZ on 1800 805 154
- General enquiries 13 13 14
- If you’re overseas +61 3 9683 9999
- If you’re deaf, hard of hearing and/or have a speech impairment, call 133 677 or visit the National Relay Service
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 (PDF 745KB)
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.
Chinese (Simplified) 中文简体 (PDF 834KB)
Auslan Complaints Guide
ANZ is committed to providing accessible services for our customers.
This video explains our complaints process in Auslan, including how to raise a complaint and what you can expect from ANZ when you do.
For more information about our accessible options please go to Accessible Banking | ANZ
Easy Read Complaints Guide
Our Complaints Guide is available in Easy Read format, which presents important information in a way that is very easy to understand. This helps people with communication needs, including people with disability, people who use English as a second language or people who have difficulty reading.
The guide talks about:
- How to make a complaint
- What happens if you do complain
- Support you can get to make a complaint
Your review options
If you’re not satisfied with our response, you can contact the Australian Financial Complaints Authority (AFCA).
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 |
| Phone: +61 1800 931 678 | Website: www.afca.org.au |