Ways to feedback
Simply fill in our online feedback form.
If you have a product or service issue that you want our help with, you may prefer to use our complaints form.
Alternatively you can call us, or write to us as per details below...
Write to us
Westpac Customer Solutions
Freepost 125 436
P O Box 934
Auckland 1140
New Zealand
Fax: +64 9 309 7327
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.
If you’re still unhappy after we’ve done a review, then you may want to contact the Banking Ombudsman.
Banking Ombudsman
Phone: 0800 805 950
Email: help@bankombudsman.org.nz
Write to:
Banking Ombudsman
P O Box 10-573
The Terrace
Wellington
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)