Feedback and complaints

At BT we welcome your feedback and complaints as an opportunity to improve our service, provide feedback to our staff and help us put things right.

If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right.

Contact us

  • Over the phone – the BT Customer Relations team are available 8:30am – 5:30pm EST, Monday to Friday from anywhere in Australia. This is the fastest way to provide feedback and resolve any concerns. Contact us now.
Complaints form

Making a complaint

Our aim is to resolve your complaint in the moment if we can or within 5 business days.

If we’re unable to resolve your concern at your first point of contact, we’ll let you know and will then refer your complaint to our dedicated Customer Solutions team.

Our Customer Managers are here to find a solution for you and will ensure that you're regularly updated about the progress we are making to resolve your complaint. Your complaint will be reviewed in line with our FAIRGO principles. 

Adrian Ahern is your Customer Advocate whose role is to advise and guide our complaint team in how best to resolve a complaint and also to listen to customers and recommend changes be made to bank policies, procedures and processes.

Our public complaints policy

Our public complaints policy ”Let us know what you think” explains:

  • how you may lodge a complaint;
  • the options available to assist customers who may need additional assistance to lodge a complaint;
  • our key steps for dealing with complaints, including acknowledgement, assessment and investigation, and provision of an IDR response;
  • response timeframes; and
  • details about accessing Australian Financial Complaints Authority (AFCA) where a complaint is not resolved. 

Easy English Guide to making a complaint

Read BT's Easy English Guide to making a complaint (PDF).

This document is translated into Easy English, a style of writing that helps people with a range of communication needs to understand important information. This guide explains how to make a complaint and what happens if you do complain. 

If you need to, you can get someone to help you:

  • Read this book
  • Understand what this book is about 
  • Find more information

There are a few easy ways to share feedback, you can choose the one that suits you best.

Plain language translation guide - how to make a complaint 

This guide is to help customers who don't speak English as their first language and wish to make a complaint. This guide explains how to make a complaint, what we will do to fix the problem and how long you can expect the process to take. The guide is available in the following languages;

Customers with accessibility requirements

We take seriously our commitment to provide accessible services for our customers.

For customers who are deaf or have a hearing impairment, these videos show how simple it is to share feedback with us, and what you can expect if you raise a complaint.  

There are a few easy ways to share feedback, and you can choose the one that suits you best. 

For information on all our accessible options, please go to Access and Inclusion.

Our complaints process: video with Auslan interpreter
Our complaints process: video with captions

If you are still unhappy

If you are not satisfied with our response or handling of your complaint, you can contact the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA) is not part of BT. AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g. banks), where that complaint falls within AFCA’s terms of reference.

The contact details for the Customer Advocate and AFCA are set out below. 

Westpac Group Customer Advocate

Australian Financial Complaints Authority