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Bank Australia

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Bank Australia is a customer-owned bank known for friendly, human service across phone, app, online, and branch channels.

• Reputation: Rated 4.6/5 on ProductReview with 92% positive feedback, Bank Australia consistently wins awards for Outstanding Customer Satisfaction and Excellent Customer Service.
  
  
• Support Channels: Customers can call, send secure in-app messages, use online forms, or visit branches. Many value that they speak to real people instead of chatbots.
• Approach: Service is aligned with the bank’s ethical, community-focused brand, emphasising transparency and empathy.
  
  

Overall, Bank Australia is praised for approachable, reliable support and a personal touch.

Most customers report smooth service, but some pain points do occur:

• Transaction limits: Daily transfer caps frustrate some users. Increasing limits requires emailing forms and waiting for approval, which feels restrictive.
  
  
• Account access delays: Accounts may be frozen for verification, sometimes leading to long delays if documents aren’t promptly provided.
  
  
• Occasional long waits: A few report long hold times or miscommunication, especially for overseas callers.
  
  
• Process inefficiencies: Tasks like increasing limits or updating details can involve manual forms rather than instant online updates.
  
  

These issues are the minority. Overall sentiment shows strong satisfaction with support responsiveness and resolution quality.

• Phone (Main Line): Call 132 888 (Mon–Fri 8am–8pm, Sat 9am–2pm AEST/AEDT).
  
  
• Overseas Line: Dial +61 3 9854 4666.
  
  
• Secure In-App/Online Messaging: Existing customers can log in to internet banking or the mobile app and use Secure Mail for account-specific help.
  
  
• Online Contact Form: Use the Contact Us page to submit general inquiries without logging in. Replies are sent to your email.
  
  
• Branches: Visit any Bank Australia branch for in-person help with accounts, forms, or complex queries. Use the branch locator to find one near you.
  
  
• 24/7 Emergency Support:
  
  
  • Lost/stolen cards & fraud: 1300 705 750 (or +61 2 8299 9534 from overseas).
    
    
  • Cards will be blocked immediately to secure your account.
    
    
• Accessibility: Interpreter services and National Relay Service are available for non-English speakers or customers with hearing/speech difficulties.
  
  

💡 Tip: Have your customer number and verbal password ready to verify your identity quickly.

• Refunds (fraud or errors): Customers are protected under the ePayments Code. Unauthorised transactions are refunded promptly if you weren’t at fault.
  
  
• Returns: Not applicable (services only, no goods). Issues are managed through refunds, adjustments, or account closures.
  
  
• Account/Service Cancellations: Accounts and services can be closed anytime, with no penalties. Credit card cancellations are handled immediately upon request.
  

• Card Delivery: Debit/credit cards are mailed free of charge, usually within a week.
  
  
• Fee Refunds: Any incorrectly charged fees or interest are investigated and refunded if confirmed.
  
  
• Complaints Handling: Complaints are acknowledged within days, with most resolved within 21 days. Escalations can go to the Customer Advocacy Team or the Australian Financial Complaints Authority (AFCA) for impartial review.