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Bank Australia
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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
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
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.