Had an issue with

BankSA

? Get a real response.

You can raise a complaint with BankSA through several official channels:

• Phone: Call 13 13 76 (within Australia, 8am–8pm, 7 days) or +61 2 9155 7800 from overseas. Staff can often resolve issues on the spot or escalate to a manager.
  
  
• Online Form: Use the Complaints & Compliments Form to submit details securely. Provide account numbers, dates, and your desired outcome.
  
  
• Branch: Visit a BankSA branch and ask to lodge a complaint. Staff may fix it immediately or escalate internally.
  
  
• Mail: Write to BankSA Customer Solutions, Reply Paid 399, Adelaide SA 5001 (no stamp required). Include full details and your contact info.
  
  
• Accessibility Feedback: Use BankSA’s accessibility feedback options or the National Relay Service if required. Guides in Easy English and multiple languages are available.
  
  
• Mobile App / Internet Banking Secure Message: Lodge complaints securely from within your account.
  
  

💡 Tip: Always state clearly that you are making a complaint, describe what went wrong, and what resolution you want.

• Acknowledgement: Minor issues may be resolved immediately; otherwise, you’ll receive confirmation (email, phone, or letter) with a reference number.
  
  
• Customer Solutions Team: Complex cases go to this specialist team. A Customer Solutions Manager will own your case, investigate, and update you regularly.
  
  
• FAIRGO Principles: Complaint handling follows Fair, Accountable, Inclusive, Responsive, Genuine, and Open values.
  
  
• Resolution: You’ll receive a clear response (IDR – Internal Dispute Resolution). Outcomes may include fixing errors, refunds, compensation, apologies, or explanations.
  
  
• Timelines: Simple cases: within days. Complex: up to 30 days (21 days for hardship/debt collection). You will be kept updated if delays occur.
  
  
• Customer Advocate Oversight: The independent Customer Advocate reviews overall fairness in complaint outcomes.
  

• Account freezes / transaction errors – e.g., funds blocked for security reviews without clear explanation.
  
  
• Customer service frustrations – long waits, transfers between Westpac/BankSA teams, scripted responses.
  
  
• Delays in card or service delivery – replacement credit cards or documents taking weeks.
  
  
• Unexpected fees or charges – disputed annual fees or unclear loan break costs.
  
  
• Branch closures/access issues – difficulties for non-digital customers.
  
  
• Online/app glitches – outages or failed payments leading to late fees.
  
  
• Loan/mortgage disputes – slow approvals, rate changes, or repayment misapplications.
  
  
• Insurance claims – delays or disputes handled through partners but initiated with BankSA.