Complaint and dispute resolution process

Bank Australia has a formal complaint and dispute resolution process to deal with your concerns. Our approach is about finding a great outcome for everyone.

Please contact us on 132 888 to begin this process. 

If you are deaf or hard of hearing, or have a speech impairment, please contact us through the National Relay Service: 
TTY users phone 133 677 then ask for 132 888

Speak and Listen users phone 1300 555 727 then ask for 132 888

Internet relay users connect to the National Relay Service then ask for 132 888.

We'll respond

We'll get back to you as a priority (we aim to reply within two business days). If you really have something to say, please pick up the phone and call 132 888 Monday to Friday 8.00am to 8.00pm AEST.

Lost or stolen cards

If your Visa Debit card, Visa credit card or rediCARD has been stolen or lost, reporting it immediately can help stop unauthorised use. Please contact Bank Australia on 132 888 from within Australia or +61 3 9854 4666 if you are overseas. If you are calling outside of business hours, please listen to our after hours message for directions. Replacement card If you are within Australia, we can replace your card within five working days. If you are overseas, Visa International can organise a replacement card, but it will cost US$175 and will not be issued with a PIN.

We suggest taking a Cash Passport card overseas, because it works just like a credit card (except it is preloaded with money) but can be replaced for free anywhere in the world.