Need to contact

ANZ

and make sure they reply?

ANZ, one of Australia’s Big Four banks, provides comprehensive support through multiple channels: phone banking, secure in-app messaging, live chat, online forms, and an Australia-wide branch network. Support is available 7 days a week (with 24/7 options for emergencies).

Despite a below-average 1.3★ rating on Trustpilot and some recurring complaints (especially around wait times) many customers report resolving issues successfully each day. ANZ promotes its "Message Us" chat feature in the ANZ App for quick, secure help and continues to invest in improvements like ANZ Plus (a digital-first banking product). The bank also has a Customer Advocate office, signalling a focus on long-term service improvements. Overall, ANZ offers wide-ranging support options with an ongoing commitment to making service faster, safer, and more responsive.

• Long wait times on phone support, sometimes exceeding 1 hour
  
  
• Slow or unresponsive in-app messaging via "Message Us"
  
  
• Account lockouts due to app errors or verification issues. This is especially problematic for overseas customers
  
  
• Support loops: being directed back and forth between app and phone channels
  
  
• Disputes over fees or billing errors that require persistence to fix
  
  
• Lack of timely updates or resolution on complaints
  
  
• Inconsistent customer service quality (some helpful, some dismissive or untrained)
  
  

ANZ has acknowledged these pain points and encourages customers to use secure app channels, call during off-peak hours, or escalate if needed.

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📞 Phone Support

• 13 13 14 (general enquiries, 8am–8pm, 7 days)
  
  
• +61 3 9683 9999 (from overseas)
  
  
• 1800 033 844 (lost/stolen cards – 24/7)
  
  
• 13 33 50 (Internet Banking tech help)
  
  
• 1800 252 845 (Financial Hardship team)
  
  

📱 ANZ App – Message Us

• Open the ANZ App
  
  
• Tap "Support" > "Message Us"
  
  
• Secure in-app chat linked to your account
  
  
• Available 24/7 – best for non-urgent queries or chat-based support
  
  

🏢 In-Person Support

• Visit any ANZ branch for account access, ID updates, and support
  
  
• Use the Branch Locator to find your nearest one
  
  
• Some branches allow appointment bookings online
  
  

📄 Online Forms & Special Contact Channels

• Complaints Form
  
  
• Feedback Form
  
  
• National Relay Service for hearing/speech support
  
  
• First Nations line: 1800 037 366
  
  
• Reverse charge calling available for overseas customers
  
  
• ANZ Plus users: Use in-app chat only – no separate phone support
  

Complaint Handling & Escalation

• Most complaints resolved within 10 business days (up to 30 for complex issues)
  
  
• If unresolved, escalate to ANZ’s Customer Advocate or AFCA (external ombudsman)
  
  

Refunds & Dispute Resolution

• Zero Liability on fraudulent transactions when promptly reported
  
  
• Provisional credits often issued during investigations
  
  
• Chargebacks available for eligible card purchases
  
  
• Mistaken fees or errors are refunded once verified
  
  

Account Closure & Product Cancellation

• Everyday accounts: can be closed via phone, app, or in-branch
  
  
• Credit cards: closed via phone or online for some accounts
  
  
• Loans/mortgages: require a discharge process and full payout
  
  
• Cooling-off periods apply for many new products (e.g. 14 days for insurance)
  
  

Guarantees & Protections

• ANZ Security Guarantee for Internet Banking
  
  
• Financial Hardship help through ANZ Assist
  
  
• No ATM fees at other Big Four banks
  
  
• Support aligned with the Banking Code of Practice