Resolving Complaints
When our customers thrive, so do we. That’s why we aim to provide the best customer experience every day, and it’s at the heart of how we deliver service for Card Members, merchants and business partners across Australia and New Zealand. We value your feedback, and we want to know about any concerns or complaints you may have about our products or services.
On receiving your complaint, our commitments to you are:
- To acknowledge your complaint and provide a reference number to make it easier for you to get back in touch with us.
- To try to solve your complaint as quickly as we can. We aim to address your complaint within 5 calendar days, with most complaints solved within 30 calendar days.
- If we can’t solve your issue within 30 calendar days, we’ll stay in touch with you and try to find alternative solutions.
- If you tell us that you are in financial difficulty or if your complaint is about your credit file or credit score, we’ll work with you to find a solution within 21 calendar days.
For more information, please refer to our Complaint Resolution Guide.
This information is also available in the following languages
Please contact us if you need this information in another language or format
You have several options to contact us depending on the nature of your complaint.
For complaints about your Credit or Charge Card account, you can either:
- Log in to your account and chat with us online or in your American Express® Mobile App
- Give us a call – speak to a Customer Care Professional by calling the number on the back of your Card or 1300 132 639
- Write to us at:
Global Customer Research & Solutions
American Express Australia Limited
GPO Box 1582
SYDNEY NSW 2001
For complaints about your travel booking, you can either:
- Contact us online – log in to your travel account and chat with us online
- Give us a call – speak to a travel consultant by calling us here
- Write to us at:
American Express Travel
PO Box 458
SYDNEY NSW 2001
Accessibility
If you have a hearing or speech impairment that makes it difficult to make or receive phone calls, you can contact the National Relay Service (NRS). They can help you connect with us through one of the following options:
- Voice Relay number: 1300 555 727
- TTY number: 133 677
- MS Relay number: 0423 677 767
Complaints made on your behalf
You can ask a third party to act as your representative for your complaint, like a family member, friend, financial counsellor or legal representative, who once authorised, can manage your complaint for you.
We expect that our team will be able to resolve your complaint. However, if you feel that your situation has not been resolved to your satisfaction you can refer your complaint to the Australian Financial Complaints Authority (AFCA) of which American Express is a member:
Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001
Tel: 1800 931 678
Fax: (03) 9613 6399
Email: info@afca.org.au
Website: afca.org.au