Had an issue with Bank Australia? Get a real response.
How to submit a complaint with Bank Australia
- Online Form: Bank Australia Complaint Form – the fastest way to lodge. Provide account details, what happened, and what resolution you want.
- Phone: Call 132 888 (or +61 3 9854 4666 from overseas). Lines open Mon–Fri, 8am–8pm and Sat, 9am–2pm AEST.
- Branch: Visit your local Bank Australia branch for face-to-face help (use their Branch Finder for hours and addresses).
- Secure Message: Log into internet banking or the app and use Secure Mail to raise your issue.
- Mail: Write to Resolution Team, Locked Bag 2035, Collingwood VIC 3066. Include your contact info, account details, and requested outcome.
- Social Media: You can message Bank Australia via Facebook. They’ll verify your identity before helping.
💡 Tip: Be clear and concise – explain the issue, provide dates and documents, and specify your desired resolution (refund, account fix, apology).
- Acknowledgment: Simple complaints may be resolved on the spot or within 5 business days.
- Investigation: Complex issues get escalated to a case manager – you’ll be given their name and direct contact.
- Resolution timeline: Most complaints resolved within 30 days (or 21 days if financial hardship or debt collection).
- Written outcome: If not resolved within 5 days, you’ll receive a written response explaining the decision and remedy.
- Delays: If delays occur, Bank Australia will explain why and remind you of your AFCA rights.
- Customer Advocate: Oversees fair outcomes and can review unresolved matters independently.
Common complaints against Bank Australia
- Account freezes: Unexpected freezes when extra documents (e.g., tax residency forms) are required.
- Customer service issues: Long waits, inconsistent info, or feeling “passed around.”
- Tech glitches: ID verification problems, app errors, failed online account openings.
- Disputed transactions: Frustration with fraud processes requiring police reports.
- Policy frustrations: Unexpected outcomes on valuations, dispute processes, or fee reversals.
Complaints submitted through Ajust
I reported an unauthorised $90 transaction after losing my card in Melbourne, but even after cancelling it promptly, the charge still went through. I expected quicker action from Bank Australia to prevent this kind of loss. - Dana
It’s been more than two months since I reported two fraudulent purchases, and I’m still missing part of my refund. Every time I call, I’m told it’s being looked into, but nothing changes. The delay and lack of communication have been incredibly frustrating. - Mark
I was scammed while buying tickets online and lost over $300. I sent Bank Australia all the proof, but the process has been slow and stressful. I just want fair treatment and a clear answer on whether I’ll get my money back. - Liam
I have asked for a nickname to be approved for my business account. As a sole director, I was told my husband also needed to sign, which I don’t think is legally required. I’ve been waiting over a week and have rung the bank twice, waiting 10 minutes each time, still with no progress.
How other consumers Bank Australia complaints got resolved
Frozen joint account: An account was locked for 5 weeks due to a missing tax document. Once provided, the account was unfrozen and an apology issued.
Verification glitch: A new customer was blocked online due to old records. This was resolved manually via a branch ID check and the bank apologised for the tech failure.
Loan paperwork stress: Branch staff member gave exceptional personal support over months, resolving complex loan issues and earning customer praise.
- Internal escalation: Ask for a supervisor or request review by the Customer Advocate (email: customeradvocate@bankaust.com.au).
- External escalation: If not resolved within 30 days, lodge with AFCA (Australian Financial Complaints Authority) – free and binding on the bank.
- Other reporting: ASIC (for regulatory breaches) or ACCC (for misleading conduct) if you believe the issue is systemic.
- Fair Trading: For general consumer advice, though AFCA is the official ombudsman for banks.
- AFCA – Australian Financial Complaints Authority
- Website: afca.org.au
- Phone: 1800 931 678 (free)
- Email: info@afca.org.au
- Mail: GPO Box 3, Melbourne VIC 3001
- Website: afca.org.au
- ACCC: Consumer Complaint Guide
- ASIC: Report Misconduct – for serious breaches of financial services law.
💡 AFCA decisions are binding on Bank Australia if you accept them.
Bank Australia Complaints FAQs
How do I lodge a complaint with Bank Australia the fastest way?
The quickest way to submit a complaint with Bank Australia is via the online complaint form on their website. This method allows you to include all necessary details—such as your account information, what went wrong, and what resolution you’re seeking. Providing clear facts, dates, and supporting documents ensures a faster response and helps the bank resolve your issue efficiently.
What should I expect after submitting a complaint to Bank Australia?
You’ll receive an acknowledgment, and simple complaints may be resolved immediately or within five business days. More complex cases are assigned to a case manager who’ll investigate and stay in touch. Most complaints are resolved within 30 days, and you’ll receive a written outcome. If there’s a delay, Bank Australia must explain why and remind you of your right to contact AFCA if needed.
How can I escalate a complaint if Bank Australia doesn’t resolve it?
If your issue remains unresolved, you can ask for review by Bank Australia’s Customer Advocate or escalate it externally to the Australian Financial Complaints Authority (AFCA). AFCA offers a free, independent process and its decisions are binding on the bank once accepted. You can also contact ASIC or ACCC for broader misconduct or consumer law concerns.
What are common complaint issues with Bank Australia and how are they usually fixed?
Frequent complaints include frozen accounts, service delays, and app verification errors. Most are resolved once missing documents are provided or identity checks completed. For transaction disputes, you may need to supply supporting evidence such as police reports. Bank Australia often resolves these with apologies, refunds, or service corrections once verified. Clear communication and documentation speed up resolutions.
You’ve done your part, now it’s time to hold Bank Australia accountable.
Take the final step and submit a complaint that gets seen and responded to.