We’ve temporarily changed our call centre opening times to reduce the wait times so our team can help you with your queries faster.
Our call centre for customers is now open 8:30am to 5:30pm EST.
If you are unable to find your specific product in the list above, please contact our Customer Relations team.
Phone: 132 135
Lines are answered 8:30am - 5:30pm, Mon-Fri (Sydney/Melbourne time).
If calling from overseas, please call +612 9155 4070
Mail:
BT, GPO Box 2675, Sydney, NSW 2001
If you are an existing customer you can use our secure online form to submit your question and we will contact you for more information.
If you have a complaint our Customer Relations Team will be able to support you. You can submit your complaint via our online form.
BT is committed to providing great service and our people are dedicated to ensuring we help you achieve your financial goals.
If we have not lived up to this promise and you have a concern or complaint, we want to listen and ensure your issue is dealt with in a fair and balanced way.
To make a compliment, complaint or suggestion about our products, services or the website, please leave us some feedback so we can work with you to improve our services to you.
Please send your letter to us at:
BT GPO Box 2675 Sydney NSW 2001
If you’re a new customer, please contact our Customer Relations Team on 132 135.
If you have a complaint, please use our complaints form.
If you’re an existing customer, please use our online contact form and we will contact you for more information.
For complaints, our Customer Relations Team will be able to support you on 132 135 or you can use the button below to lodge a complaint online.
If they can’t resolve your concern they will refer it to our Complaints Team, where a dedicated case manager will acknowledge your complaint within 48 hours and be your point of contact until the resolution of your complaint.
We’ll aim to resolve your complaint within 5 business days of receipt. If your complaint takes longer than this to resolve, we’ll explain the delay, keep you updated and remain in contact with you until it is resolved. We’re required by law to resolve your complaint within 45 days for investment products and 90 days for superannuation products.
If you are still unhappy with the outcome of this process, contact Adrian Ahern, your customer advocate. Adrian will provide an objective and independent review of the outcome of your complaint. You can email Adrian at customeradvocate@westpac.com.au
If you would like to learn more about our customer advocate and his appointment, please visit Your Customer Advocate
If you feel we have still not fairly resolved your problem you may be able to refer your complaint to the free, external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). Please note that time limits apply for referring matters to AFCA. From 1 July 2019 and for a 12-month period, AFCA will review eligible complaints dating back to the start of 2008. Please refer to the AFCA website set out below for more information.
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
BT Funds Management Limited ABN 63 002 916 458 AFSL 233724 is the trustee and the issuer of BT Super, BT Super for Life and BT Super Invest (together, referred to as the Super Products), which are part of Retirement Wrap ABN 39 827 542 991. BT Portfolio Services Ltd ABN 73 095 055 208 AFSL 233715 (BTPS) operates BT Invest and operates Panorama Investments and administers BT Super Invest and Panorama Super. Westpac Financial Services Ltd ABN 20 000 241 127 AFSL 233716 (WFSL) is the responsible entity and issuer of interests in BT Managed Portfolios. Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714 (Westpac) is the issuer of the BT Invest Cash Management Account (BT Invest CMA). Together, these products are referred to as the BT Panorama products. BT Protection Plans are issued by Westpac Life Insurance Services Limited ABN 31 003 149 157 (WLIS), except for Term Life as Superannuation and Income Protection as Superannuation which are issued by BT Funds Management Limited ABN 63 002 916 458 (BTFM) as trustee of the Retirement Wrap ABN 39 827 542 991. BT Securities Limited ABN 84 000 720 114, AFSL No. 233722 (BTSL) and Westpac are together the issuers of the BT Margin Lending Margin Loan.
A Product Disclosure Statement (PDS) is available for each of the Super Products, BT Panorama products, BT Protection Plans and BT Margin Lending Margin Loan, and can be obtained by calling 132 135, or visiting the Product Disclosures page. You should obtain and consider the PDS before deciding whether to acquire, continue to hold or dispose of interests in a Super Product, BT Panorama product, BT Protection Plans or BT Margin Lending Margin Loan.
BTFM, BTPS, WFSL, BTSL and WLIS are subsidiaries of Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714 (Westpac). Apart from any interest investors may have in Westpac term deposits, Westpac securities or the BT Invest CMA acquired through the BT Panorama products, an investment in a Super Product or a BT Panorama product or BT Margin Lending Margin Loan is not an investment in, deposit with or any other liability of Westpac, any Division of Westpac or any other company in the Westpac Group. It is subject to investment risk, including possible delays in repayment of withdrawal proceeds and loss of income and principal invested. Westpac and its related entities do not stand behind or otherwise guarantee the capital value or investment performance of a Super Product, a BT Panorama product or BT Margin Lending Margin Loan. Westpac does not guarantee the insurance.