Call us for super and investment enquiries, postal details vary by product.
1300 889 635 (new clients)
1300 881 716 (existing)
1300 784 207 (Advisers)
BT Panorama
GPO Box 2861
Adelaide SA 5001
Level 5 (5M3)
275 Kent St,
Sydney NSW 2000
Mon-Fri 9am – 5:30pm
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.
BT Investment Management (BTIM) is a separate company and enquiries regarding BTIM should be made to BTIM directly, details are available on the BT Investment Management website.
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.
Please send your letter to us by:
Fax 02 9274 5780
Post BT Financial Group GPO Box 2675 Sydney NSW 2001
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.
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.
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
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:
Address: GPO Box 3, Melbourne, VIC 3001
Phone: 1800 367 287
Fax: 03 9613 6399
E-mail: info@fos.org.au
www.fos.org.au
For unresolved complaints about superannuation and retirement products, contact:
Address: Locked Bag 3060, GPO Melbourne, VIC 3001
Phone: 1300 884 114
Fax: 03 8633 5588
E-mail: info@sct.gov.au
www.sct.gov.au