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


Please call us on 0800 400 600, 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? Let's work through 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
  • if you would like to discuss your complaint with Customer Solutions, please contact the team on 0800 351 494 or 

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:
Make a complaint:

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.

We want our customers to have a good banking experience. The Code of Banking Practice sets out the principles of good banking practice. We agree to follow these good banking practices in our customer relationships.

Download a copy of the Code of Banking Practice June 2018 (1.09mb PDF)