ANZ complaint — Australia
How to file a formal complaint for ANZ customers in Australia. Verified contact lines, timelines, and the regulator path if ANZ cannot resolve your case.
How to file a formal complaint against ANZ
- Step 1: Call customer service firstDial 13 13 14 and ask the agent to escalate to a supervisor. Note the agent name and case ID — you'll need them at every later step.
- Step 2: Submit a written complaintANZ must acknowledge a written complaint within 5 business days under most national consumer rules. Send via certified mail or the brand's secure-message portal and keep proof.
- Step 3: File with the regulatorOpen a case with Australian Financial Complaints Authority at https://www.afca.org.au/. The regulator will not adjudicate your specific dispute in most cases, but the brand must respond in writing within 30 days.
- Step 4: Small-claims court or ombudsmanIf the dispute is under the local small-claims threshold, file at your local court. Most brands settle in writing before the hearing rather than send a lawyer.
Related FAQs
What is the real ANZ customer service number?
13 13 14 — published on https://www.anz.com.au/support/contact-us/ and verified on the date shown at the top of this page.
Is ANZ customer service 24/7?
Mon–Sun 24h
How do I talk to a real human at ANZ?
Dial 13 13 14 and press 0 repeatedly, or say 'agent' / 'representative' at the IVR prompt — most bank IVRs route to a human within 5 minutes during business hours.
Is calling ANZ free?
Calls are charged at your carrier's standard rate; check the table above for the hours that match your time zone.
Can I email ANZ?
ANZ prefers phone and in-account chat; email is available via the contact form on https://www.anz.com.au/support/contact-us/.
How long does a ANZ refund take?
10 business days for card fraud for card refunds; instant for account credit; up to 30 days for disputes that go through the regulator.
Did this page help you?
Your feedback helps us prioritise which helplines to re-verify each week.