Top enquiries

  • Account migrated from BT Wrap to BT Panorama? – View our step-by-step registration guide for help getting set up online. Visit our support pages for additional resources and frequently asked questions.
  • USI changes for BT Super members. Effective 31 August 2021, we closed a number of USIs (Unique Superannuation Identifiers) for our products which migrated to BT Super. Please ensure that your employer has your updated details. You can download a copy of the letter we sent to members (PDF) for more information.

Investment products

Call us on 132 135 for investment enquiries. Specific product details are below:

Products

Contact details and support

Address

BT Invest

1300 889 635

Mon-Fri, 8:30am - 6:30pm (Sydney time)

BT Invest
GPO Box 2861
Adelaide SA 5001

BT Panorama
Investments

1300 881 716 - Members
1300 784 207 - Advisers

Mon-Fri, 8:30am - 6:30pm (Sydney time)

BT Panorama
GPO Box 2861
Adelaide SA 5001

Margin lending

1800 816 222 - Members
1800 671 409 - Advisers

Contact us via our secure online form.

BT Margin Lending
GPO Box 3917
Sydney NSW 2001

Individually
managed accounts

  • Private portfolio
    management
  • Aspire
  • Core series

1800 222 790

Mon-Fri, 8.30am - 5:00pm (Sydney time)

BT Managed Accounts
Level 11, Tower Two International Towers Sydney
200 Barangaroo Avenue
Sydney NSW 2000

BT Managed Portfolios

1300 784 207

Mon-Fri, 8:30am - 6:30pm (Sydney time)

BT Managed Portfolios
GPO Box 2861
Adelaide SA 5001

Insurance products

Products

Contact details and support

Address

BT Protection Plans

Life Insurance Policy Services
GPO Box 524
Sydney NSW 2001

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

Online form: If you are an ex­ist­ing cus­tomer you can use our secure on­line forms to submit your question and we will con­tact you for more in­for­ma­tion:

Mail:
BT, GPO Box 2675, Syd­ney NSW 2001 

Give feedback or lodge a complaint

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 give feedback or lodge a complaint about our products, services or the website, please see details on how to below.

How to give feedback or lodge a complaint

Phone:  132 135

Lines are answered 8:30am - 5:30pm, Mon-Fri (Sydney/​​Melbourne time)
If calling from overseas, please call +612 9155 4070

Online form: you can use our secure on­line form to submit your feedback or lodge a complaint:

Mail: Please send your let­ter to us at:

BT GPO Box 2675 Syd­ney NSW 2001 

Read more about our feedback and complaints process, Easy English guide and accessibility guides.

The complaint process

Our aim is to resolve your complaint within 5 working days, however, where possible we will resolve your complaint in the moment. If we need some additional time to get back to you, we will let you know. Should we be unable to resolve your concern at your first point of contact, we will then refer the complaint to our dedicated Customer Solutions team.

 

Our Customer Solutions 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.

Read more about our feedback and complaints process, Easy English guide and accessibility guides.

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. 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

Read more about our feedback and complaints process, Easy English guide and accessibility guides.

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.