How it works when you register a complaint

We don’t always get things right. Let us know where we can improve, and we can work on providing better experiences for you. Here's what the process will look like.

How it works

We’re listening – if you have a complaint, including how we manage any Bankwest data shared via the Consumer Data Right (also known as Open Banking), please get in touch. We’ll take your complaint seriously, and work with you to get on top of your dissatisfaction quickly. Our aim is to find a reasonable and fair resolution for you.
1
Gather any information or supporting documents that will help us look into your complaint.
2
The quickest way is to contact us, or you can fill out our complaints form with your name, contact details, a description of your complaint and how you’d like it resolved.
3
We’ll acknowledge your complaint and give you a reference number, plus the details of the person handling your complaint.
4
We’ll do what we can to fix your problem, and make sure it doesn’t happen again. We’ll also let you know once we have a resolution.

What you can expect

  • We’ll aim to acknowledge that we’ve received your complaint within 1 business day
  • Most complaints can be resolved on the spot or within a few days
  • For general insurance product or service complaints, we’ll let you know about our progress at least every 10 business days, unless it is resolved earlier or you agree to a different timeframe
  • For credit-related complaints involving both hardship or default notices or requests to postpone enforcement proceedings, we'll keep you updated within 21 calendar days. If agreement is reached, the credit provider or lessor has 30 calendar days to confirm the terms of conditions in writing
  • If your complaint relates to electronic payments (including ATM, EFTPOS, credit card transactions, online payments and BPAY) we’ll aim to respond within 21 calendar days. If we’re unable to respond in time, we’ll let you know why
  • If we're unable to provide a final response to your complaint within 30 calendar days, we'll tell you the reason for the delay, give you a date you can expect to hear an outcome and continue to update you on our progress.

We’ll also abide by our complaint handling principles at all times.

We will at all times:

  • Ensure it is free for our customers to make a complaint to us.
  • Listen to our customers and take the time to understand their concerns.
  • Act honestly, consistently and fairly in the handling of all complaints.
  • Empower our employees and representatives to act with authority and integrity when investigating and resolving complaints.
  • Keep our customers or their representatives updated on the progress of their complaint, use plain English and consider any communication or accessibility assistance they may need.
  • Apologise as soon as we become aware we have done the wrong thing and apply the Commonwealth Bank’s ‘Should We’ test to make things right.
  • Consider our customers’ personal circumstances with sensitivity and respect, particularly if they are experiencing vulnerability, and provide appropriate support.
  • Investigate complaints thoroughly and without unnecessary delay.
  • Make a genuine attempt to resolve complaints as quickly as possible, and provide prompt financial compensation where it is the right thing to do.
  • Co-operate with external dispute resolution bodies (where relevant).
  • Learn from the complaints we receive and escalate issues which could impact other customers.
  • Endeavour to avoid legal proceedings by using alternative dispute resolution processes whenever possible.
  • Where it’s not possible to avoid litigation, we’ll adhere to CBA’s Model Litigant Principles (PDF).

If you’re unhappy with the resolution

You’ve got a couple of options. You can…

Lodge a dispute through the Australian Financial Complaints Authority (AFCA)

This is our external dispute resolution provider. AFCA provides fair and independent financial services complaint resolution that is free to consumers. 1 Before AFCA can investigate your complaint, they require you to have first given us the opportunity to address the complaint.

Post
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Contact the Office of the Australian Information Commissioner

This is an option if your complaint is about your privacy or your Bankwest data shared via the Consumer Data Right (also known as Open Banking).

Post
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001

You may also want to find out about your banking rights and obligations or read the Banking Code of Practice.

How to contact us

There are a range of ways you can contact us.

Personal banking enquiries

Call 13 17 19.
Overseas? Call +61 8 9449 2840. 2 Calls made overseas from landlines or mobile phones will be subject to standard international call rates.

You can call us 24/7.

Prefer it face to face? Find your closest branch.

Private banking customers

If you have a Relationship Manager working with you for your business, institutional, premium or private bank accounts, please contact them or your Private Banker in the first instance.

Hearing or speech impaired?

National Relay Service users can be connected to any of our phone numbers.

Available 8am - 5pm AWST Monday to Friday, except WA and national public holidays.

We’re also committed to making our website and app accessible for all.

Interpreter services

Access a free interpreter service through our branches and over the phone.

Bankmail

For your own security, please don’t send anyone (not even us) information about your accounts.

Send us a Bankmail instead:
1. Log in to Bankwest Online Banking
2. Go to ‘Message centre
3. Click ‘Bankmail’.

Write to us

Post
Bankwest Customer Care
PO Box E237
Perth WA 6841

There’s no need to use a stamp – we’ll cover the postage.

  1. Before AFCA can investigate your complaint, they require you to have first given us the opportunity to address the complaint.
  2. Calls made overseas from landlines or mobile phones will be subject to standard international call rates.