How do I get a refund from Westpac?
Westpac refusing a refund? Learn your rights under the ePayments Code and Banking Code, then 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 Westpac has taken money you did not authorise, or charged you in error, you may be entitled to have that amount put right. 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. Start by writing to Westpac, setting out exactly what happened and what you want fixed, and keep a copy of everything you send.
Put your complaint in writing and be specific: the date and amount of the transaction, why you believe it was unauthorised or an error, and the outcome you are asking for, such as a refund or correction. If Westpac made the error, it must correct it, including any error on a transaction or on your credit file. If a transaction was unauthorised and you did not contribute to it, you are generally not liable, so ask Westpac to reverse the amount. Give them a clear reference and request a written response.
A formal complaint should be answered within 30 days. If Westpac does not respond in time, 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. Escalating to AFCA costs you nothing, so you do not have to accept an unfair refusal.
Frequently asked questions
Am I liable if someone made a transaction on my account without permission?
Under the ePayments Code, if you did not contribute to an unauthorised transaction you are generally not liable for that amount. Write to Westpac explaining that the transaction was unauthorised and that you did not contribute to it, and ask them to reverse the amount. Keep records of your report and any response you receive.
What if Westpac made a mistake on my account or credit file?
A bank must correct errors it has made on a transaction or on your credit file. Set out the error in writing, with dates and amounts, and ask Westpac to fix it. If they do not, you can take the matter to AFCA, which can direct the bank to correct the error at no cost to you.
Can Westpac pause my repayments if I am struggling?
Banks subscribing to the Banking Code of Practice must consider a hardship variation when asked. That can mean paused, reduced, or restructured repayments. Put your request in writing and explain your circumstances. If Westpac refuses or ignores you, AFCA can reassess a hardship application for free.
How long does Westpac have to answer 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 escalate to AFCA. Send your complaint in writing and keep a copy so you can show when it was lodged and what you asked for.
Does complaining to AFCA cost anything?
No. 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. Escalating to AFCA is free for you, so you do not need to accept a refusal that you believe is unfair.
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.
Related fights
The Armoury
Every weapon that works against Westpac
Dispute tactics ranked by verified outcomes from real fights, escalation paths, magic words, and the levers Westpac hopes you don't know about. Use one, report back, and the next person walks in better armed.
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.