Had an issue with Westpac? Get a real response.
How to submit a complaint with 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.
- Simple issues: aim to resolve in 5 business days.
- 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.
Common complaints against Westpac
- 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.
Complaints submitted through Ajust
I visited the Clifford Gardens, Toowoomba branch at 10:20am on 18 April and was told to sit and wait, but staff helped people who arrived after me. When I asked how to apply for a tax file number, I was told she didn’t know. The whole interaction felt dismissive and left me feeling discriminated against. – Christina
When I withdrew $50,000 from my home loan, my repayments went up by about $500 to $2,600. I returned $45,000, but the repayments stayed the same. Westpac hasn’t explained why, and I just want the repayment adjusted to match what I now owe. – Huy
I made a $12,000 payment to the wrong account and realised within 24 hours. Westpac told me it could take up to six weeks to fix, which is unacceptable. I’ve called three times, hit dead ends, and their chatbot was useless. This delay is causing me serious stress. – Lucas
I’m on a hardship contract and always make my payments on time, yet I was charged a late fee. When I called Westpac, the offshore representative argued with me despite my explanation. The conversation was civil but left me uncomfortable and frustrated that I was penalised unfairly. – Mina
How other consumers Westpac complaints got resolved
Online Banking Outage (Oct 2024):
🔁 Issue: Multi-day outage blocked access to accounts and transfers.
✅ Resolution: Services restored, public apology issued. Some customers got fee refunds on request.
💡 Tip: Request compensation if you suffered financial loss (e.g. late bill fees).
$30,000 Deposit Error:
🔁 Issue: Only $10k credited after $40k deposit. Told resolution would take 45 days.
✅ Resolution: After escalating to AFCA, funds restored in 48 hours + $300 goodwill payment.
💡 Tip: Escalate quickly for large errors. AFCA pressure speeds up urgent corrections.
3. Overdrawn Fee Glitch:
🔁 Issue: $15 fees applied multiple times due to timing error.
✅ Resolution: Fees refunded after complaint. A Westpac employee confirmed this is a known issue.
💡 Tip: Review statements. One-time glitches can be fixed with a quick call and complaint.
- Customer Solutions Team: Ask your issue to be referred here if frontline support fails. A senior complaint manager will take over and provide updates.
- Customer Advocate:
- Email: customeradvocate@westpac.com.au
- Mail: Customer Advocate, GPO Box 1, Sydney NSW 2000
- Can independently review internal complaint outcomes.
- Email: customeradvocate@westpac.com.au
- Supervisor Escalation: Request a team leader or branch manager if you feel you’re being stonewalled.
- Timeframe Escalation: If Westpac hasn’t responded within expected timeframes, follow up or escalate to the Advocate or AFCA.
- Document Everything: Names, dates, promises. This will support your case if escalation is needed.
Escalation Ladder:
👉 Support staff → Customer Solutions → Customer Advocate → AFCA
AFCA – Australian Financial Complaints Authority
- 🔗 afca.org.au
- 📞 1800 931 678
- 📧 info@afca.org.au
- 📬 GPO Box 3, Melbourne VIC 3001
If unresolved after 30 days or dissatisfied with Westpac’s final response, lodge your case with AFCA. AFCA can order Westpac to correct errors, refund money, or compensate for loss or distress. Westpac must comply if AFCA rules in your favour.
Other External Bodies:
- ACCC: Report systemic consumer law breaches – accc.gov.au | 📞 1300 302 502
- ASIC: Report breaches of financial regulation (e.g. hardship violations) – asic.gov.au
- OAIC (Privacy Complaints): oaic.gov.au | 📞 1300 363 992
Note: Most personal banking complaints go through AFCA. You can also signal intention to escalate to encourage quicker Westpac review.
Westpac Complaints FAQs
How do I make a complaint to Westpac quickly and get a reference number?
The fastest way is to call 13 20 32 (Australia) or +61 2 9155 7700 (overseas) and clearly state you want to make a complaint. Have your account details ready and ask for a complaint reference number before ending the call. A reference number ensures you can track progress, escalate if needed, and avoid repeating your case details later.
How long does Westpac take to resolve complaints?
Simple issues are often resolved within 5 business days, while complex matters may take up to 30 days (21 for credit or hardship issues). If delays occur, Westpac must give you a formal update with a new timeframe. Keeping records of all updates and communications can help if you need to escalate to the Customer Advocate or AFCA.
What can I do if Westpac ignores or rejects my complaint?
If Westpac doesn’t resolve your issue or you disagree with their response, escalate to their Customer Advocate via customeradvocate@westpac.com.au or GPO Box 1, Sydney NSW 2000. If unresolved after 30 days, you can lodge a case with AFCA, which can order Westpac to fix errors, refund money, or compensate you for loss or distress.
What are the most common complaints against Westpac and how are they resolved?
Frequent issues include online banking outages, fee disputes, payment errors, loan delays, and poor communication. Resolutions often involve fee refunds, corrected payments, compensation, or apologies. For major financial errors, escalating quickly-especially to AFCA, can speed up resolution and increase the likelihood of compensation.
You’ve done your part, now it’s time to hold Westpac accountable.
Take the final step and submit a complaint that gets seen and responded to.