Dispute Resolution
At CommSec, we put our customers at the centre of everything we do. We also accept that sometimes we get things wrong, and when this happens we’re determined to make them right again.
Our team is ready to listen and help you with any problem or complaint you might need resolved.
Your compliments also encourage us to keep striving to serve you better.
It’s all about you!
So if you have a complaint, compliment or other feedback, please talk to us.
To Contact us
| Phone | Online |
| Client Service Team |
13 15 19 |
|
| Customer Relations |
1800 805 605 |
Online Form |
| National Relay Service |
TTY/Voice:133 677
SSR: 1300 555 727 |
National Relay service |
| You can also contact us |
By writing to:
CBA Group Customer Relations, Reply Paid 41, Sydney NSW 2001
Note: You can also contact us through a third party, providing you give us written authority to deal with them about the matter. |
Making a complaint
When you make a complaint to us we will:
- acknowledge your complaint and make sure we understand the issues
- do everything we can to fix the problem
- keep you informed of our progress
- keep a record of your complaint
- give you our name, a reference number and contact details so that you can follow up if you want to; and
- provide a final response within 45 days.
If we are unable to provide a final response to your complaint within 45 days, we will:
- inform you of the reasons for the delay;
- advise of your right to complain to the Financial Ombudsman Service (FOS); and
- provide you with the FOS contact details.
We recommend that you:
- gather any documents and other supporting information
- keep detailed records of letters, names, times and dates relating to your complaint, and
- let us know how you would like the complaint to be resolved.
To make a complaint:
| Step 1 | Talk to us |
|
Where possible, we encourage you to contact our Client Service Team on 13 15 19 (within Australia: 8am to 8pm, Sydney time, Mon to Fri) as soon as possible for assistance with your complaint.
We aim to resolve your complaint at your first point of contact with us.
|
| Step 2 | Contact Customer Relations |
|
Sometimes, a complaint is complex or requires a more detailed investigation than our Client Service Team is able to provide. If this is the case, your complaint might be referred to our Customer Relations team for specialist assistance.
If you have tried to resolve your complaint through the Client Service Team and are not satisfied with the outcome, you may also contact our Customer Relations team directly. You can contact Customer Relations by:
Phone 1800 805 605
Mail CBA Group Customer Relations
Reply Paid 41
Sydney NSW 2001
Fax 1800 028 542
Online Use Our Online Form. |
| Step 3 | External review |
|
If you are not happy with the response we provide, you may refer your complaint to FOS.
FOS offers a free, independent dispute resolution service for the Australian banking, insurance and investment industries. You can contact FOS on 1300 780 808, or by writing to Financial Ombudsman Service, GPO Box 3, Melbourne, VIC 3001, or online at www.fos.org.au |
Giving a compliment
If you compliment a specific staff member or team, we make sure your compliment is passed on so that they can be recognised for their service to you.
If you compliment a product we pass your feedback on to the appropriate department to help them focus on what works well for our customers.
You can make a compliment by using our online form
Making a suggestion
Your feedback helps us to maintain a high standard of service and provide products and services that satisfy your needs. If you have a suggestion about how we can improve our products and services please let us know.
You can make a suggestion by using our online form.
Your information
When you contact us we might record your telephone conversation and make notes about your contact.
Any information that we record regarding your contact is subject to our Privacy Policy.