Need to contact ANZ and make sure they reply?
ANZ customer support overview
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.
Common ANZ customer issues and complaints
- 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.
How to contact ANZ customer support
📞 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
ANZ key customer policies: refunds, returns, cancellations and more
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
ANZ complaints submitted through Ajust
After waiting over six weeks for help with an ATM malfunction that took $1150, I felt like ANZ had just put my issue in the too-hard basket. I’m a pensioner and couldn’t afford to lose that money. Their lack of urgency made a stressful situation even worse. - Adam
I was overseas and locked out of my ANZ account because I couldn’t receive OTP codes on my Australian number. I asked them to update it to my Europe number but couldn’t get through. Being stuck without access to my money in another country was frustrating and avoidable. - Don
I’ve spent hours trying to unlock my account, including multiple long calls and a disconnected transfer. The wait times alone are frustrating enough, but what really gets me is how no one seems to take responsibility for fixing the problem. - Debbie
I went into the branch to ask for a simple document printout and they said I had to call. I called, and they told me to go back to the branch. I spent hours going in circles just trying to speak to the right person. - Priya
Recent experiences with ANZ customer service
Negative: Customers reported calling for days, only to be dropped after 2 hours on hold. Some overseas users were locked out of accounts with no way to regain access remotely.
Mixed: One customer said wait times were “only 3 minutes” while others faced hour-long holds, indicating major inconsistency depending on the time and department.
Positive: After explaining a personal issue that caused a late payment, a customer received an interest refund as a one-time courtesy.
Official ANZ Customer Service Links & Contact Information
ANZ Contact FAQs
How can I actually speak to a real person at ANZ?
To reach a real person at ANZ, your best bet is calling 13 13 14 during off-peak hours. Avoid peak wait times by calling early morning or late evening. If you're overseas, use +61 3 9683 9999. Many users report success when they persist or request escalation-especially if their issue hasn’t been resolved via app chat or online forms.
What’s the fastest way to fix an ANZ account issue?
The quickest route is usually the ANZ App’s “Message Us” chat feature-ideal for non-urgent problems tied to your account. But for urgent or complex issues (like locked accounts or billing errors), phone support or in-branch visits may be faster. If stuck in a support loop, escalate via the Customer Advocate or AFCA to avoid delays.
What can I do if ANZ customer support keeps bouncing me around?
If ANZ keeps redirecting you between chat and phone, you can escalate by asking for a complaint reference number and submitting it through ANZ’s online Complaints Form. This holds them accountable. If there’s still no resolution, the ANZ Customer Advocate or external ombudsman (AFCA) can intervene.
Can I get a refund or fee reversal from ANZ if something goes wrong?
Yes, ANZ offers provisional credits and refunds for verified errors or fraud, and chargebacks for eligible card transactions. But you must report issues promptly and persist through their complaints process. For faster results, raise the issue in-app, follow up by phone, and escalate if necessary.
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