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
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 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
PO Box 25 327
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)