How do I make a complaint about Westpac?
Making a complaint to Westpac about a fee, error, or hardship? Learn your rights and escalate free to AFCA if Westpac does not fix it 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 dealing with a Westpac fee, a transaction error, an unauthorised payment, or you are struggling to keep up repayments, you have real options. Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount. A bank must also correct errors it has made on a transaction or on your credit file. And because Westpac subscribes to the Banking Code of Practice, it must consider a hardship variation when you ask for one.
Put your complaint in writing so there is a clear record. Set out what happened, the account or transaction involved, and the outcome you want, whether that is a refund, a corrected credit file, a waived fee, or paused, reduced, or restructured repayments. If you are asking for hardship help, say so plainly and ask Westpac to consider a variation. Westpac must correct any error it has made and must genuinely consider your hardship request. A formal complaint should be answered within 30 days.
If Westpac does not respond within 30 days, or the answer does not fix the problem, you can escalate to the Australian Financial Complaints Authority (AFCA). AFCA is the free, independent body for banking and credit disputes. It can direct a bank to fix an error, waive a fee, or reassess a hardship application. Escalation to AFCA costs you nothing. Our free tool helps you write the complaint letter to Westpac and tracks the 30-day deadline for you.
Frequently asked questions
How long does Westpac have to respond to my complaint?
A formal complaint should be answered within 30 days. If that window passes without a response, or the reply does not resolve your issue, you can take the matter to AFCA, the Australian Financial Complaints Authority. AFCA is free and independent. Keeping a written record of when you lodged your complaint makes tracking that deadline much easier.
I did not authorise a transaction on my Westpac 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 Westpac in writing, explain that you did not authorise or contribute to the payment, and ask for the amount to be refunded. If Westpac does not resolve it, you can escalate free to AFCA.
Can I ask Westpac to pause my repayments if I am in financial hardship?
Yes. Because Westpac subscribes to the Banking Code of Practice, it must consider a hardship variation when you ask for one. That can mean paused, reduced, or restructured repayments. Ask in writing and explain your situation. If Westpac refuses to consider your request properly, AFCA can direct it to reassess your hardship application, at no cost to you.
Westpac made a mistake on my credit file. What can I do?
A bank must correct errors it has made on a transaction or on your credit file. Write to Westpac, identify the error clearly, and ask for it to be fixed. If Westpac does not correct the mistake, you can escalate to AFCA, which can direct the bank to fix the error. Using AFCA is free.
How much does it cost to complain to AFCA about Westpac?
Nothing. AFCA, the Australian Financial Complaints Authority, is the free, independent body for banking and credit disputes. It can direct a bank to fix an error, waive a fee, or reassess a hardship application. You only reach AFCA after giving Westpac the chance to respond to your formal complaint, which should be answered within 30 days.
What if Westpac just ignores my letter?
Silence is not a dead end, it is a deadline breach. Westpac 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.
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Open the Westpac 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.