Let us help you

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



Client Service Team (General)

13 15 19

Customer Relations

1800 805 605 

National Relay Service

Call: 1300 555 727
133 677
Text: 1300 555 727

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

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.


© Commonwealth Securities Limited ABN 60 067 254 399 AFSL 238814 (CommSec) is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124 AFSL 234945. CommSec is a Market Participant of ASX Limited and Cboe Australia Pty Limited, a Clearing Participant of ASX Clear Pty Limited and a Settlement Participant of ASX Settlement Pty Limited.

The information on this page has been prepared without taking into account your objectives, financial situation or needs. For this reason, any individual should, before acting on this information, consider the appropriateness of the information, having regards to their objectives, financial situation or needs, and, if necessary, seek appropriate professional advice.

CommSec does not give any representation or warranty as to the accuracy, reliability or completeness of any content on this page, including any third party sourced data, nor does it accept liability for any errors or omissions.