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Complaints & Compensation

The banking industry is committed to making it easier for customers when things go wrong by providing effective and efficient complaint handling and dispute resolution processes.

Banks are focused on having complaints or disputes with a customer resolved as fairly and quickly as possible through direct engagement in an internal dispute resolution process.

In the small number of complaints that can’t be resolved in this way, we support the right of customers to have their complaints heard outside of the bank through the Australian Financial Complaints Authority – a free and independent external dispute resolution body.

Customer Advocates

Find your bank’s Customer Advocate here.

Review of the Customer Advocate Initiative

In April 2019 Deloitte completed a Post-Implementation Review of the Customer Advocate initiative. Read the report.