Westpac, one of Australia’s Big Four banks, offers support through multiple channels including 24/7 phone banking, in-app chat, and a broad branch network. Customers can reach support via the Westpac app’s “Red” assistant (which escalates to a human if needed), call dedicated helplines, or visit a branch for face-to-face help.

Although the bank provides comprehensive support coverage, it receives mixed feedback (online review ratings average around 1.3 to 1.4 stars on major platforms like Trustpilot and ProductReview). Common complaints cite long phone wait times and inconsistent support quality, though many customers report successful resolutions, particularly for everyday issues. Westpac continues to invest in improvements, including specialised support teams and digital tools, and remains committed to customer security and complaint handling through adherence to the Australian Banking Code of Practice.

• Excessive phone wait times – Often 30–60+ minutes, with some reports of repeated drop-outs.
  
  
• Digital banking issues – App malfunctions, account lockouts, and password reset difficulties.
  
  
• Branch access challenges – Users note closures making in-person support harder to access.
  
  
• Repeated support loops – Needing to re-explain issues each time or being passed between departments.
  
  
• Disputed transactions & slow refunds – Some users face delays or errors resolving incorrect charges.
  
  
• Poor communication – Customers cite frustration over mixed messages or no follow-up.
  
  
• Review site ratings – Westpac averages 1.3–1.4★ on Trustpilot and ProductReview, reflecting service pain points.
  
  
• Acknowledged pain points – Westpac has established specialist hotlines (e.g. for fraud or digital issues) to address these problems more efficiently.
  

📞 By Phone

• General banking: Call 13 20 32 (8am–8pm, Mon–Fri) or +61 2 9155 7700 (from overseas).
  
  
• Online/Mobile Banking: 1300 655 505 (8am–8pm).
  
  
• Lost/Stolen cards or fraud: 1300 651 089 (24/7).
  
  

📱 Via the Westpac App

• Log in > Tap "Contact Us"
• Chat with Red (AI assistant) or request a human callback
  
  
• Use in-app calling to skip security questions
  
  

🌐 Online

• Visit the Westpac Support page
  
  
• Submit formal complaints via the Feedback and Complaints form
  
  

🏢 In Person

• Use Locate Us to find branches
  
  
• Bring ID and documentation for help with account services or escalations
  
  

🔈 Accessibility Support

• National Relay Service supported for hearing/speech difficulties
  
  
• Interpreters available via phone upon request
  
  

💡 Tips

• Try contacting via the app for faster authentication
  
  
• For stuck issues, escalate to Westpac’s Customer Solutions team or request a supervisor
  

Refunds & Disputes

• Westpac’s Fraud Money Back Guarantee ensures reimbursement for verified unauthorised transactions.
  
  
• Refunds are typically processed within 21 business days once investigated.
  
  
• Customers are encouraged to report fraud promptly and maintain card security to qualify.
  
  

Chargebacks

• Westpac’s cards team can initiate chargebacks for incorrect or undelivered purchases.
  
  

Cancellation & Closures

• Accounts can be closed online via Internet Banking or the Westpac App for eligible products.
  
  
• Credit card and loan cancellations available online, by phone, or in-branch.
  
  
• No closure fees for most accounts (some term deposit break fees apply).
  
  

Customer Complaint Process

• Westpac aims to respond within 21 days.
  
  
• Unresolved complaints can be escalated to AFCA (1800 931 678, info@afca.org.au).
  
  
• The Customer Advocate monitors complaint trends but doesn’t handle individual cases directly.
  
  

Financial Hardship

• Westpac Assist (1800 067 497) provides tailored support, including fee waivers or repayment plans.
  
  

Commitments

• Adheres to the Australian Banking Code of Practice
• Offers guarantees on 24/7 emergency card support, quick card replacements, and fair complaint handling