Making things right for our customers
If you're a current or former Westpac customer and we've made an error that impacted you, we'll reach out by letter, email, SMS, or phone call to let you know. In most cases, this means we're sending you a payment.
We're truly sorry and are working quickly to make things right while improving our systems to prevent future issues.
How we’re making things right
We want to make this process as simple as possible. Here’s what we’re doing:
- Fixing errors and refunding or compensating impacted customers
- Improving our systems to help prevent future issues
- Making payments quick, easy, and secure
If we’ve contacted you about a payment, here’s what happens next.
How you’ll get your payment
- We may contact you by letter, email, SMS, or phone
- If your impacted account is still open, we may deposit the payment there
- If your impacted account is closed, we’ll try to pay into another eligible Westpac Group account in your name
- If we don’t have an account to pay into we’ll ask you to securely provide your details via My Payment Preference, email or phone.
Need Help? Get in Touch
We’re here to help if you have any questions or concerns.
- Email us at customerremediation@westpac.com.au. We monitor this inbox between 8am - 5pm, Monday to Friday.
- Call 1300 362 409 or (+61 2) 9155 7700 if you're calling from overseas (toll applies), 8am - 5pm, Monday to Friday.
We may ask a few questions to confirm it’s really you, but we’ll never ask for your PIN or card details.
Frequently asked questions
Every situation is unique, so we don’t use a one-size-fits-all approach. The communication we sent you includes some information on how your payment was calculated, but if you’d like a more detailed breakdown, just get in touch — we’ll be happy to help.
Yes, we can split the payment and issue your portion. To get started, please email or call us with your reference number (found at the top right of your letter).
If you're worried the communication is a scam, please email us a screenshot or call us. We’ll guide you on how to securely share your information - whether by My Payment Preference, email or phone.
Yes. If you'd like to visit a branch for help, please bring the letter, email, or SMS we sent you. This will help the branch get in touch with us on your behalf.
If we've let you know we're making a payment - or if you've provided extra information through My Payment Preference, email, or phone - we'll aim to process your payment within 3 weeks of that point.
Yes. To donate your payment to charity, email or call us with your reference number and let us know.
If we need you to contact us to arrange your payment, we’ll usually ask you to verify your identity. This may involve answering a series of verbal questions or providing photographic identification, such as a passport or driver licence. If further information is required, we’ll let you know.
We’re committed to delivering the best service possible and value your feedback to help us improve. If you’d like to submit feedback or make a complaint, you can do so by filling out our feedback and complaint form, or by emailing or calling us.
If for any reason you're unable to deposit your cheque, please email or call us.
If you don’t provide your payment details within 3 months of your initial communication, the payment will either go to unclaimed monies or be donated to charity depending on the payment amount. If you miss this deadline, email or call us.
We’re not able to provide tax advice, so if you have questions, we suggest speaking with a registered tax agent or the Australian Taxation Office (ATO).