Your Feedback

Join

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	Phone	Online
Client Service Team (General)	13 15 19	Online Form
Customer Relations	1800 805 605	Online Form
National Relay Service	TTY/Voice:133 677 or 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 Australian Financial Complaints Authority (AFCA), and
provide you with the AFCA 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.

Steps in making 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 7pm, 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 AFCA. AFCA offers a free, independent dispute resolution service for the Australian banking, insurance and investment industries. You can contact AFCA on 1800 931 678, or by writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001, or online at www.afca.org.au Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.