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Compliments and Complaints

Help us improve our service to you. If you'd like to pay us a compliment or are dissatisfied with any aspect of the service you have received, please let us know.


  • Phone our Customer Care team on 1300 732 630
    If you're interstate, call 03 9326 6300
  • Email us at:

  • Or write to us at:
    Customer Care
    Citiwide Homeloans
    PO Box 189

Making a formal complaint

We recognise that at times things do not go as well as they should. If you have a complaint, please let us know so we can fix the problem. We will investigate the complaint, answer your questions and do all we can to regain your confidence.

Dispute resolution

We expect that our staff, managers or Customer Care team will completely resolve the issues you raise. If however, despite our best efforts, you believe that your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution service.

Citiwide Homeloans is a member of Credit Ombudsman Service Limited (COSL).

Credit Ombudsman Service Limited (COSL)

COSL is an impartial, independent and free external dispute resolution scheme for complainants. Before the Ombudsman can investigate the matter, you must have first given us the opportunity to review it. 

The contact details for the Ombudsman are:

By telephone: 1800 138 422
By fax: (02) 9273 8440

In writing to:

Case Management Team
C-/Credit Ombudsman Service
PO Box A252

Or online at:




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