How do I make a complaint to ANZ and get it fixed?
Making a complaint to ANZ about a fee, error, hardship, or unauthorised transaction? See your rights and escalate free to AFCA if ignored within 30 days.
Regulator
Australian Financial Complaints Authority (AFCA)
Key legislation
Banking Code of Practice, ePayments Code, and (for credit) the National Consumer Credit Protection Act 2009
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to Australian Financial Complaints Authority (AFCA) is prepped and ready.
If you are trying to raise a complaint with ANZ, whether about a fee, a mistake on your account, financial hardship, or a transaction you did not authorise, you have real rights that the bank must respond to. Under the ePayments Code, if you did not contribute to an unauthorised transaction, you are generally not liable for that amount. ANZ also subscribes to the Banking Code of Practice, which means it must consider a hardship variation, such as paused, reduced, or restructured repayments, when you ask for one.
Put your complaint in writing and be specific. State what happened, the amount or account involved, and the outcome you want, such as a fee waived, an error corrected, or hardship arrangements. If the issue is a mistake ANZ made on a transaction or on your credit file, the bank must correct that error. If you are asking for hardship help, say so clearly and reference the Banking Code of Practice. Keep a dated copy of everything you send and any reply you receive, so you have a clear record.
A formal complaint should be answered within 30 days. If ANZ does not respond in time, or you are not happy with the answer, you can escalate to the Australian Financial Complaints Authority (AFCA), the free and independent body for banking and credit disputes. AFCA can direct a bank to fix an error, waive a fee, or reassess a hardship application. Using AFCA costs you nothing. Our free tool helps you write the initial complaint letter and tracks the 30 day deadline for you.
Frequently asked questions
How long does ANZ have to respond to my complaint?
A formal complaint should be answered within 30 days. If that deadline passes without a response, or the response does not resolve your issue, you can take the matter to AFCA at no cost. It helps to lodge your complaint in writing and keep a dated record, so you can show exactly when the 30 day period started.
What if ANZ made an error on my account or credit file?
A bank must correct errors it has made on a transaction or on your credit file. Set out clearly what the error is and what the correct position should be, and ask ANZ to fix it. If ANZ does not correct the mistake, AFCA can direct the bank to fix an error. Escalating to AFCA is free.
I did not authorise a transaction on my ANZ account. Am I liable?
Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount. Report it to ANZ in writing and explain that you did not authorise or contribute to it. If ANZ still holds you responsible, you can raise the dispute with AFCA, which can direct the bank to fix an error, for free.
Can I ask ANZ to pause or reduce my repayments?
Yes. Banks that subscribe to the Banking Code of Practice must consider a hardship variation when asked, which can mean paused, reduced, or restructured repayments. Put your request in writing and explain your situation. If ANZ declines or does not properly consider it, AFCA can direct the bank to reassess your hardship application, and using AFCA is free.
Does it cost anything to complain to AFCA about ANZ?
No. AFCA is the free, independent body for banking and credit disputes. There is no charge to you for lodging a complaint. Before going to AFCA, give ANZ the chance to respond to your written complaint first, then escalate if it is not resolved within 30 days or you are unhappy with the outcome.
What if ANZ just ignores my letter?
Silence is not a dead end, it is a deadline breach. ANZ is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to AFCA (the Australian Financial Complaints Authority) arrives pre-filled and ready to lodge. Escalating is free.
Related fights
The Armoury
Every weapon that works against ANZ
Dispute tactics ranked by verified outcomes from real fights, escalation paths, magic words, and the levers ANZ hopes you don't know about. Use one, report back, and the next person walks in better armed.
Open the ANZ armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.