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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.

So if you have a complaint, compliment or other feedback, please talk to us.

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.

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.

To contact us

Contact options	Phone	Online
Client Service Team (General)	13 15 19	Online Form
Customer Relations	1800 805 605	Online Form
National Relay Service	Call: 1300 555 727 or TTY/Voice: 133 677 or Text: 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

If you have a complaint, please contact us in the first instance. We'll take your complaint seriously, work with you to address the problem quickly, and do everything we can to find a resolution that's fair.

Sometimes we might need more time to look into your complaint, but we'll keep you updated regularly throughout the process so you know where things are at.

How to make a complaint

Step 1	Gather documents
	Collect any documents and other information related to your complaint. Keep detailed records of any relevant letters, names, times, and dates. Think about how you would like your complaint to be resolved.
Step 2	Call our Client Service team
	Call 13 15 19 between 8am and 6pm (Sydney time) Monday to Friday Accessibility services TTY or voice - Call 133 677 Speak & listen - 1300 555 727 For more info, visit the National Relay Service Online: Use Our Online Form.
Step 3	Contact our Customer Relations team (optional)
	Sometimes a complaint is complex or needs detailed investigation. If this is the case, we might refer your case to our Customer Relations team for specialist assistance. If you've tried to resolve your complaint through our Client Service team and you're not satisfied with the outcome, you can contact our Customer relations team directly. Call us Call 1800 805 605 Overseas? Call +61 2 9687 0756 Write to us CBA Group Customer Relations Reply Paid 41 Sydney NSW 2001 No need to use a stamp - we'll pay for the postage. Tell us online Take me there
Step 4	We’ll take it from there
	We'll acknowledge that we've received your complaint and give you a reference number. We'll also tell you the name and contact details of the person who is handling your complaint. Our aim is to do everything we can to fix your problem and make sure it doesn't happen again. Once we have come up with a suitable resolution we'll let you know.

How long will it take?

Most complaints can be resolved on the spot or within days. We’ll aim to provide a final response to your complaint as quickly as we can. If we're unable to do this within 30 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.

What if I'm not happy with the resolution?

If you're not satisfied, you can contact our Customer Relations team or lodge a dispute through our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA). AFCA provides fair, free, and independent dispute resolution for financial complaints. If you want to make a complaint to AFCA, time limits may apply. Please check the AFCA website to find out whether the time limit relevant to your circumstances has expired.

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Address: GPO Box 3, Melbourne, VIC, 3001