CommBank Broker Support Hub

• Option 1: Home Loan policy or scenario enquiries - including loan structuring and product information
• Option 2: Home Loan application tracking - including Discharge application tracking
• Option 3: Customer Enquiries Post Settlement - For assistance with post settlement enquiries relating to Home Loan product details, including current LVR, interest rates, interest only period and fixed rate period. Information is only available where you are the current broker noted on the home loan.
  

Please note this number is for Brokers only and not to be provided to Customers.

• Option 1: 8:30am - 6:00pm AEDT Monday through Friday
  
  
• Option 2 & 3: 8:30am - 5:15pm Monday through Friday (WA)
  Option 2: 8:30am - 6:00pm Monday through Friday (all other States)

Customer Enquiries Post Settlement

• For assistance with post settlement enquiries relating to Home Loan product details, including current LVR, interest rates, interest only period and fixed rate period

or

• Updates to your personal details or home loan.

• 8am to 7pm AEST Monday to Friday
• 9am to 2 pm AEST Saturday
• Closed Sunday
• or Netbank

Home Loan Top Up (Loan Increase)

• For your customers who require a Home Loan Top Up

• 8am to 8pm AEST any day

Complaints and compliments

We want to know when we've let you down, so we can make things right.

If there’s something we can improve, or you're not satisfied with our products, services, staff or complaint handling process, it's important we hear about it so we can make things right.

To allow us to make things right for customers if they experience any issues with us please notify CommBank of the customer’s complaint within 24 hours of you receiving the complaint from the customer to ensure we can resolve the customer’s complaint within 30 days

Sharing your positive experience

We love hearing about your positive experiences and when someone in our team makes things easier, quicker or special for you. You can share a compliment via the Online via our Complaints and Compliments Form. We’ll pass on the compliment to the team member and make sure we keep up the good work.

• Online via our Complaints and Compliments Form
• Call our complaints team on 1800 805 605
  
• Write to us: CBA Group Customer Relations, Reply Paid 41, Sydney, NSW 2001. There's no need to use a stamp - we'll pay for the postage.
  

When submitting the complaint on behalf of your customer please ensure you put your details and reference the customer’s name in the notes. Ensure the Agent Authority form has been signed when you submit the complaint as you will be asked for this when the complaints team call.

Ensure your customer is aware the complaint is being lodged on their behalf and to expect a call from the complaints team or if they wish for you to act on their behalf to resolve the complaint ensure you fill in the Agent Authority form. The form must be completed and signed by the you and your customer.

Please note, if the form isn’t completed, CommBank can only deal with the customer directly in regards to the complaint, even if you submitted the complaint on your customer’s behalf.

Speaking Up - Our 'Speak Up' program is a safe platform for employees, brokers, service providers and suppliers to report concerns about unethical behaviour and corruption

Learn more about our 'Speak Up' Program, Group Whistleblower Policy and Anti-Bribery and Corruption Policy.