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Find ANZ Support Centre
Find ANZ Support Centre

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. In most circumstances we will send you a letter shortly after the payment is made, which will include more details regarding the remediation and your payment.

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 most circumstances we will send you a letter shortly after the payment is made, which will include 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 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 anzprivatereview@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’.

ANZ uses text messages to contact customers regarding aspects of the remediation process:

  • Text messages in relation to an Unpresented Cheque will direct you to call 1800 268 829.
  • Text messages in relation to the Customer Refund Portal will direct you to call 1800 220 183.

If you have any concerns, you can always 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).

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. In some instances, ANZ adopts assumptions to determine the total payment amount. If you have any queries regarding your payment, you can contact 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).

If we determine that you are eligible for a remediation payment, in most circumstances we’ll send you a letter with details regarding the particular remediation and your payment.

In some circumstances, ANZ may issue a media release relating to customer remediation. Media releases can be accessed via ANZ’s Media Centre.

If you have any questions or queries you can contact 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).

If the cheque is not deposited within 15 months:

  • For amounts of $500 and above, the value of the cheque may be remitted to ASIC as unclaimed money in the cheque payee’s name. For information about unclaimed money and how to make a claim, visit moneysmart.gov.au
  • For amounts below $500, the amount will be paid to charity. In this scenario, please contact 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).

Your unique code is valid for 180 days from the date of this letter. If your unique code has expired, please contact 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) to discuss payment options. If you do not claim your refund via anz.com, or do not contact ANZ within 12 months:

  • For amounts of $500 and above, the value of the refund may be remitted to ASIC as unclaimed money. For information about unclaimed money and how to make a claim, visit moneysmart.gov.au
  • For amounts below $500, the amount will be paid to charity. In this scenario, please contact our Customer Remediation Specialist Team on 1800 220 183 (or +61 3 8699 6950 if calling from outside Australia), Monday to Friday, 8am to 6pm (AEST/AEDT).

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.

Important information

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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