How to raise a complaintExpand all sections
Step 1: We want to hear from you

Tell us about your concern and allow our Customer Service Officers the opportunity to assist you in resolving any concerns you may have. Please provide as much detail as you can to help us to assist you.

Phone: 1300 135 538 or +612 8225 0620 if calling from outside Australia

Step 2: What if I am still not satisfied?

If you’re not satisfied with the response provided, you can refer your complaint to our Customer Relations Unit.

Email: aust.customeradvocacyunit@citi.com

Phone: 1300 135 538 or +612 8225 0620 if calling from outside Australia

Mail: Card Services Relations Unit, GPO Box 204, Sydney NSW 2001

Step 3: Our Customer Advocate

If, despite our best efforts, you feel the dispute resolution process was not fair, you remain unhappy or your complaint is not resolved within the appropriate timeframes you may contact our Customer Advocate, Ellise Newlan, to complete an independent review of your complaint.

The Customer Advocate operates independently from our day-to-day business areas and acts as an advocate for our customers to improve our complaint resolution process. The Advocate is there to listen and ensure that we have reached a fair and reasonable outcome for you. You can contact our Customer Advocate by:

Email: customeradvocate@citi.com

Mail: Citi Customer Advocate, GPO Box 204, Sydney NSW 2000

Keep in mind, the Customer Advocate is unable to review complaints that have already been decided by an external dispute resolution body.

Step 4: And finally

If you’re still unhappy, you can contact the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme:

Australian Financial Complaints Authority (AFCA)

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001

Frequently Asked QuestionsExpand all sections
WHAT CAN I EXPECT DURING MY COMPLAINT?

Our complaints process is designed to encourage fast and efficient resolution of your concern, we will:

  • Acknowledge your complaint and make sure we understand your concerns;
  • Treat you with respect and do everything we can to fix your concern;
  • Where possible, ensure you only deal with 1 person throughout the complaint resolution process;
  • Keep you informed and up to date about the progress of your complaint; and
  • Record all details of your interaction with us.
WHEN CAN I EXPECT MY COMPLAINT TO BE RESOLVED?

Where possible we will try to resolve your complaint on the spot, however, depending on the nature of your complaint we may need more time to work through it with you:

  • If we are not able to resolve your complaint within 4 days we will let you know by email and will continue to keep you updated on the progress;
  • If your complaint is not resolved within 21 days we will write to you to provide you with an update and an explanation for the delay;
  • Under exceptional circumstances it may take up to or more than 45 days to resolve your complaint. If this happens we will write to you to provide a further update; and
  • We take into consideration any timeframes for responding to complaints or disputes as set out in relevant legislation, regulatory guidelines or industry code of conduct.
WHAT CAN I DO TO HELP EXPEDITE THE RESOLUTION OF MY COMPLAINT?
  • Provide as much detail as you can regarding your complaint including dates, times and key events;
  • Be specific and provide relevant supporting documentation; and
  • Tell us what you believe to be a fair resolution to the concerns you raise.
WHAT DO YOU CONSIDER WHEN MAKING A DECISION ON A COMPLAINT?

In making a decision on a complaint we will consider the following:

  • What is fair and reasonable;
  • Code of Banking Practice;
  • National Consumer Credit Protection Act (NCCP);
  • Other applicable legislation; and
  • Relevant industry guidelines
WHAT HAPPENS TO MY COMPLAINT AFTER IT HAS BEEN RESOLVED?

We take complaints seriously. We record the necessary details of your complaint and develop a report for senior leaders who sponsor initiatives to address complaint trends and origins, it also helps us identify recurring issues or breakpoints in our processes. Of course, your privacy is respected and the specific details of your complaint will remain confidential. The report provides the following information:

  • A description of your complaint;
  • The products and or services you raise as a concern;
  • How long it takes us to resolve your complaint; and
  • Actions taken to resolve your complaint
I HAVE A PRIVACY CONCERN

Respecting and protecting our customers privacy is a key part of our commitment to with you. We endeavour to be transparent with you and make sure that you have access to information we hold about you. For more information on complaints relating to your privacy or credit reporting, please visit the Citibank Privacy Policy on www.citibank.com.au/aus/footer/privacy/privacy-aus.htm In the event that you are not happy with the handling of your privacy complaint you can seek external assistance through the Office of the Privacy Commissioner. An independent Office that has responsibilities under the Federal Privacy Act 1998.

Online: www.privacy.gov.au

Phone: 1300 363 992 or Fax: 02 9284 9666

Mail: Office of the Privacy Commissioner, GPO Box 5218, Sydney NSW 2001

I REQUIRE ASSISTANCE TO KEEP UP WITH MY CREDIT CONTRACT

We understand that life can take an unexpected turn and financial difficulty can arise from life events such as loss of income, illness, family violence or other significant life changes. If you are having difficulty keeping up with the terms of your credit contract you can seek financial assistance when raising your complaint with us. You can always contact our Financial Hardship team directly.

Phone: 1800 722 879

Mail: Card Services Financial Hardship, PO Box 3453 Sydney NSW 2001