How to file a complaint and get quick results from

Westpac

Phone:
Call 13 20 32 (Australia, 8am–8pm daily) or +61 2 9155 7700 (overseas, 24/7). Clearly state you want to make a complaint. Have your customer details ready. A complaint reference number will be provided.

Online Form:
Submit your issue via the Westpac Feedback & Complaints Form. Include as much detail as possible, including dates, amounts, and screenshots. A confirmation and case number will follow.

In Branch:
Speak to branch staff or a manager. They can raise your complaint through the internal system and escalate if needed. Always ask for a case reference.

Mail or Email:
Write to Westpac Customer Solutions, GPO Box 5265, Sydney NSW 2001.
Email: customeradvocate@westpac.com.au (for escalations). For initial complaints, it’s faster to phone or use the online form.

App or Social Messaging:
Use secure messaging in Online Banking or the Westpac App. For formal complaints, they’ll likely redirect you to the phone or form. On social media, Westpac may respond and guide you to the right support path.

Tip: Always request and retain a reference number for follow-up.

• Acknowledgement: Westpac typically confirms complaints quickly - same day for phone, a few days for written.
  
  
• Timelines:
  
  
  • Simple issues: aim to resolve in 5 business days.
    
    
  • Complex cases: final response within 30 days (or 21 for credit/hardship matters).
    
    
  • Delays trigger a formal update with a new timeframe.
    
    
• Investigation: The Customer Solutions Team handles escalations. You’ll be assigned a manager who investigates, contacts you if needed, and provides updates.
  
  
• Resolution: Final responses may include: fee reversals, corrected payments, compensation, apologies, or written explanations.
  
  
• Disputes: If you disagree with the outcome, you can escalate internally (Customer Advocate) or externally (AFCA).
  
  
• Principles: Westpac applies internal “Fair Go” assessment rules; focused on transparency, equity, and customer fairness.
  

• Customer Service Delays: Long call wait times, staff unresponsiveness, and being passed between departments without resolution.
  
  
• Online Banking Outages: Frequent reports of app/online access failures. Customers cite poor comms during outages.
  
  
• Fee Disputes: Overdrawn fees, duplicate charges, and hidden international fees are frequent triggers.
  
  
• Account & Payment Errors: Issues with incorrect credits/debits, account closures, or recurring payments continuing post-cancellation.
  
  
• Loan & Credit Issues: Complaints about slow mortgage processing, ignored hardship requests, and friction around fraud chargebacks.
  
  
• Poor Communication: Inconsistent info from different reps, lack of updates during complaint handling, or failure to notify of fee/branch changes.
  
  

Stats: On Trustpilot, Westpac averages 1.4★. Over 80% of public reviewers rated them 1-star—primarily over service and accessibility issues.