Feedback and Complaints

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

If you have an enquiry, or want to provide us feedback or even a compliment, we’d love to hear from you. Please complete our online feedback form.

Or find out how to call or write to us here.

Not happy? Let's work through things together

If you have a complaint and we couldn’t resolve your concern in our branch, through the call centre or our website, you can contact our Customer Solutions Team directly on 0800 351 494 or customersolutions@westpac.co.nz or write to us at

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

We will;

  • 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 we can't resolve your problem

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
View the Banking Ombudsman brochure

 

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). 

Speaking Up: Concerns raised by current and former Employees, Contractors and their families

Westpac is committed to conducting our business with honesty, fairness and integrity. We take unlawful and unethical behaviour very seriously. If you think something is not right, we encourage our current and former employees or their family members to speak up as soon as possible. This includes temporary staff, contractors, suppliers and/or service providers to Westpac or their family members.

Our Speaking Up Hotline (0800 650 116) can be used to confidentially report a concern about any past, present or likely future activity, behaviour or state of affairs which includes:

• actual or suspected misconduct, or unethical or unlawful activity; and/or
• any matter where the person raising the concern feels that they may suffer personal disadvantage, or wishes to use the protections under Westpac’s Speaking Up programme, including the right to raise concerns anonymously.

Please note that the Speaking Up Hotline is not available for Customer Complaints, which should be addressed to the Customer Solutions Team using the contact details above.

Examples of misconduct, or unethical or unlawful activity that can be reported using the Speaking Up Hotline are past, present or likely future activities, behaviours or states of affairs that may be:

• Dishonest, Fraudulent or Corrupt (including soliciting, accepting or offering a bribe, facilitation payment or other benefits)
• Illegal (including breach of any financial services laws, theft, drug sale/use, violence or threatened violence and property damage)
• Bullying, harassment, discrimination or other unfair treatment
• A wilful or serious breach of any internal Westpac policy
• Endangering health or safety
• Damaging or substantially risking damage to the environment
• Endangering the public or the financial system
• Maladministration (an act or omission of a serious nature that is negligent, unjust, oppressive, discriminatory or is based on improper motives)