How to file a complaint and get quick results from ANZ
How to submit a complaint with ANZ
Phone:
Call 1800 805 154 (Customer Resolution Team) or 13 13 14 (general support) from Australia. Overseas callers: +61 3 9683 9999.
ANZ phone bankers can take complaints directly or transfer you to the right team. Request a complaint reference number.
Online Complaint Form:
Use the ANZ Online Complaints Form. Provide clear details and any supporting documents. You’ll receive a confirmation and tracking number once submitted.
In Branch:
Speak to branch staff or your ANZ Relationship Manager. They can fix issues on the spot or escalate to the Resolution Team. Always ask for your complaint reference.
Mail/Secure Message:
Write to: ANZ Customer Resolution Team, Locked Bag 4050, South Melbourne VIC 3205.
You can send a secure message via Internet Banking (using SecureMail).
ANZ App Chat:
Use “Message Us” in the ANZ App under Support. Quick queries can be resolved here. For formal complaints, they may refer you to the online form or phone.
Tip: Be clear, concise, and state what resolution you’re seeking. Always get a reference number.
- Acknowledgment: Instant via phone/online. Expect a reference number and a confirmation message.
- Initial Handling: ANZ aims to resolve straightforward complaints within 5 business days.
If resolved quickly, you may not receive a formal letter (unless required or requested). - Escalation: Complex issues go to the Customer Resolution Team, where a Complaint Manager investigates and keeps you updated.
- Timelines:
- Standard complaints: resolved within 30 days.
- Hardship/debt matters: within 21 days.
- If delayed, ANZ will explain and give a new timeframe.
- Standard complaints: resolved within 30 days.
- Resolution: May include a refund, fee reversal, apology, fix, goodwill payment, or explanation. Final responses are sent in writing when needed.
Unresolved?: You can escalate to the Customer Advocate or AFCA.
Common complaints against ANZ
- Poor Customer Service: Long wait times, repetitive transfers, unhelpful reps. Often rated worst among the Big 4 for support.
- Locked/Frozen Accounts: Unexpected security locks, difficult reactivation, frustrating ID checks.
- Fees & Charges: Disputes over international fees, loan fees, ATM or overdrawn fees (especially when poorly communicated).
- Loan & Mortgage Processing: Slow approvals, lost documents, interest rate issues. Especially frustrating during time-sensitive deals.
- Fraud Handling: Delays in refunding fraudulent card charges. ANZ may initially deny claims before reversing under pressure.
- App/Online Banking Issues: Less frequent than others, but outages and login bugs still spark complaints.
- Account Setup Problems: Complaints from new customers struggling to activate accounts or access funds.
Ratings Insight: ANZ averages around 1.2★ on ProductReview, mostly due to service issues. Complaint trends align with review content.
Got an issue with ANZ? Send your complaint instantly!
Real ANZ complaints and how they were resolved
AFCA-Backed Compensation:
🔁 Issue: Poor ANZ service cost a customer money.
✅ Resolution: After escalation to AFCA, ANZ paid $500 compensation.
💡 Tip: If ANZ’s delay or error caused financial harm, document it and escalate.
Account Setup Nightmare:
🔁 Issue: Delayed access and repeated calls just to open an account.
✅ Resolution: Eventually resolved; no goodwill offered.
💡 Tip: Complain if setup hassles cause loss or major inconvenience. Request a gesture.
Locked Account, Delayed Help:
🔁 Issue: Security freeze with poor communication and slow fix.
✅ Resolution: Account unlocked; potential fees waived on request.
💡 Tip: If you miss payments due to a lockout, ask for compensation.
- Ask for a Supervisor: If frontline staff can’t help, request escalation to a manager.
- Customer Advocate:
- 📧 customeradvocate@anz.com
- 📞 +61 3 8654 1000
- 📬 ANZ Customer Advocate, 833 Collins St, Docklands VIC 3008
The Advocate independently reviews unresolved complaints. Their decisions are binding on ANZ.
- 📧 customeradvocate@anz.com
- Timeframe Triggers: If 30 days pass without resolution, or you get an unsatisfactory outcome, escalate to AFCA (details below).
- Document Everything: Keep all names, dates, promises. It strengthens your case if escalated.
AFCA – Australian Financial Complaints Authority
- 🔗 afca.org.au
- 📞 1800 931 678
- 📧 info@afca.org.au
- 📬 GPO Box 3, Melbourne VIC 3001
Use AFCA if:
- 30 days have passed with no resolution, or
- You’re unhappy with ANZ’s final response.
AFCA decisions can force ANZ to refund you, fix the issue, or compensate you. This service is free and impartial. Use it if ANZ won’t budge.
Other Regulators:
- ASIC: Report serious breaches or misconduct – asic.gov.au
- ACCC: Report misleading conduct or consumer law issues – accc.gov.au
- OAIC: For privacy/data breaches – oaic.gov.au
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