Contact BT

General enquiries

For general enquiries or if you are unable to find your specific product in the list above, please contact our Customer Relations team.  If you’re an ex­ist­ing cus­tomer, please use our on­line form and we will con­tact you for more in­for­ma­tion.

Phone:  132 135
Lines are answered 8:00am - 6:30pm, Mon-Fri
(Sydney/​Melbourne time).

If calling from overseas, please call  +612 9155 4070

Mail

BT Fi­nan­cial Group
GPO Box 2675, Syd­ney, NSW  2001 

Superannuation & investments

132 135

Call us for super and investment enquiries, postal details vary by product.

BT Super For Life

132 135

BT Super for Life
GPO Box 3958
Sydney NSW 2001

BT Super

132 135

BT Super
GPO Box 3958
Sydney NSW 2001

BT Super Invest

1300 783 160 (new clients)
1300 881 716 (existing clients)

Mon-Fri 8.30am-6pm (Sydney time) 

BT Super Invest
GPO Box 2861
Adelaide SA 5001

BT Panorama & BT Invest

1300 889 635 (new clients)
1300 881 716 (existing clients)
1300 784 207 (Advisers)

BT Panorama
GPO Box 2861
Adelaide SA 5001

Margin Lending

1800 816 222

BT Margin Lending
GPO Box 3917
Sydney NSW 2001
 

BT Protection Plans

131 817

Life Insurance Policy Services
GPO Box 524
Sydney NSW 2001

BT Managed Accounts

1800 222 790

Mon-Fri 9am – 5:30pm

Tower Two
International Towers Sydney
200 Barangaroo Avenue, Sydney NSW 2000

Lines are answered 8:00am - 6:30pm, Mon-Fri (Sydney/Melbourne time).

If calling from overseas, please call

+612 9155 4070

BT is one of Australia’s leading providers of superannuation, investment and insurance products. We are owned by the BT Financial Group (BTFG), the wealth management arm of The Westpac Group.

Pendal Group (formerly BT Investment Management) is a separate company and enquiries regarding BTIM or Pendal should be made to them directly, details are available on the Pendal Group website.

Have other questions you need answered?

Give feedback

Delivering on our service promise

BT Financial Group 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.

How to give feedback

If you would like to write to us

Please send your letter to us by:
Fax 02 9274 5780
Post BT Financial Group GPO Box 2675 Sydney NSW 2001 

If you would like us to contact you

If you’re a new customer, please contact our Customer Relations Team on 132 135.
If you’re an existing customer, please use our online form and we will contact you for more information.

The complaint process

For complaints, our Customer Relations Team will be able to support you on 132 135.

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 10 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.

Your Customer Advocate

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 Westpac.com.au/contact-us

Complaint resolution

What if I’m still not satisfied

If you feel we have still not fairly resolved your problem there are several industry bodies that can help.

For unresolved complaints about general investments, margin lending and wrap, contact: 

Financial Ombudsman Service

GPO Box 3, Melbourne, VIC 3001
1800 367 287
Facsimile: 03 9613 6399
E-mail: info@fos.org.au
www.fos.org.au 

For unresolved complaints about superannuation and retirement products, contact:

Superannuation Complaints Tribunal

Locked Bag 3060, GPO Melbourne, VIC 3001
1300 884 114
Facsimile: 03 8633 5588
E-mail: info@sct.gov.au
www.sct.gov.au