Feedback

It is important for us to continue to improve our customer service so please let us know all about your Westpac experience - whether it's good or not so good. And if you do have a problem, let us put things right.

Ways to feedback

Whether you have an enquiry, wish to provide us feedback or want to make a complaint, we're here to help. Please complete our online feedback form

Alternatively you can:

Write to us

Westpac Customer Solutions
Freepost 125 436
P O Box 934
Auckland 1140
New Zealand

Phone  

Please call us on 0800 400 600, between 7am and 11pm (New Zealand standard time), 7 days a week.
If you’re overseas you can reach us on +64 9 912 8000 (international charges apply).

Or visit our full phone list for something more specific. 

When you call please have your Customer ID and Phone Banking PIN handy if you have one. If you don’t have a Phone Banking PIN or Customer ID number, please press ‘0’ to speak to a Customer Services Representative. They will ask you a few questions to determine your identity. 

Not happy? We'll make sure to resolve things together

We’ll find the right person to respond to you and;  

  • respond within 5 working days from when you get in touch, if we can’t resolve it immediately
  • explain if and why we can’t resolve the problem and let you know when you can expect to hear back from us
  • check with you by phone or in writing after resolution, to make sure you’re happy with the outcome
  • ask our senior management team or our Customer Solutions Team to review things if you’re still not satisfied.

Banking Ombudsman

If you're still unhappy after we've done a review, then you may want to seek the independent assistance from the Banking Ombudsman. The Banking Ombudsman can help customers resolve concerns and disputes with their bank, free of charge. 

Please note that before the Banking Ombudsman can review your complaint, it must first have been fully investigated. 

Freephone: 0800 805 950
Visit their website: https://bankomb.org.nz
Make a complaint: https://bankomb.org.nz/contact-us

Write to:

Banking Ombudsman
Freepost 218002
PO Box 25 327
Featherston Street
Wellington 6146

Code of Banking Practice

Westpac New Zealand Limited abides by the Code of Banking Practice, which is a set of formal standards that all members of the New Zealand Bankers Association have agreed to. The Code promotes good banking practices by outlining the minimum standards that all banks must meet in their relationships with their customers.

Download a copy of the Code of Banking Practice July 2012 (1.09mb PDF)