Making compliments, suggestions and complaints

We are committed to ensuring our products and services meet your expectations and we value any feedback you have regarding how we are performing.

If you would like to compliment one of our staff or have a suggestion on how we can improve, we want to know. If we make a mistake, or our service does not meet your expectations, we also want to know.

Here is how to get in touch with us:

Talk to our staff at your local ANZ Branch or Business Centre.

Call our Complaint Resolution Centre toll free on: 1800 805 154 (8am – 7pm AEST weekdays)

Lodge an online compliment, suggestion or complaint.

Write to:
ANZ Complaint Resolution Centre
Locked Bag 4050
South Melbourne, VIC 3205

Fax: 1800 269 030

Resolving complaints

We always try to resolve your complaint on the spot, but sometimes this may not be possible.

ANZ has a number of steps you can follow to resolve an issue:

1. Contact one of our specialists in our Complaint Resolution Centre to work closely with you to resolve your complaint. We aim to resolve the majority of complaints within a maximum of five business days.
2. If you are not satisfied with the resolution offered by our Complaint Resolution Centre, you can have your complaint reviewed by ANZ's Customer Advocate who provides a free, independent review of your complaint.

If you remain concerned with the outcome of your complaint, you can contact the Financial Ombudsman Service (www.fos.org.au). Before your complaint can be investigated, the Financial Ombudsman requires you to have first provided us with the opportunity to address the complaint.
Read more about:

• Find out more about our approach and simple steps to consider in making a suggestion, complaint or compliment (PDF 92kB)
• View ANZ’s complaints resolution performance

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