Important changes to inactive accounts and insurance through super. BT helps make it easier for you to prepare for year end with our end of financial year resources. You’ll find information to help you prepare for 30 June including strategies to help you make the most of your super, plus information on key cut off dates and annual statements.
General enquiries
For general enquiries or if you are unable to find your specific product in the list below, 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.
If you have a complaint, please use or complaints form.
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
GPO Box 2675, Sydney, NSW 2001
Superannuation & investments
132 135
Call us for super and investment enquiries, postal details vary by product.
BT Super Invest
1300 783 160 (New)
1300 881 716 (Existing)
Mon-Fri 8.30am-6pm (Sydney time)
BT Super Invest
GPO Box 2861
Adelaide SA 5001
BT Panorama
1300 881 716 (Clients)
1300 784 207 (Advisers)
BT Panorama
GPO Box 2861
Adelaide SA 5001
BT Managed Accounts
1800 222 790
Mon-Fri 9am – 5:30pm
Tower Two
International Towers Sydney
200 Barangaroo Avenue, Sydney NSW 2000
Give feedback
Delivering on our service promise
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.
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 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 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.
The complaint process
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.
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 Your Customer Advocate
Complaint resolution
What if I’m still not satisfied?
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.
Australian Financial Complaints Authority
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