How to Contact CommSec Customer Support

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How to Contact CommSec Customer Support

If you need assistance with your CommSec account, there are several ways to contact their customer support team. Whether you have a question about share trading, need help with margin lending, or want to give feedback, CommSec offers multiple contact options to suit your needs.

Contact Method	Details	Availability
General Phone Enquiries	13 15 19 (Australia), +61 2 8397 1206 (International)	8 am - 6 pm (Sydney time), Mon-Fri
Customer Relations	1800 805 605 (Australia), +61 2 9687 0756 (International)	8 am - 6 pm (Sydney time), Mon-Fri
Email for CommSec Pocket	pocket@commsec.com.au	8 am - 6 pm (Sydney time), Mon-Fri
Postal Address	Commonwealth Securities Locked Bag 22, Australia Square NSW 1215	N/A
National Relay Service	133 677 (TTY/Voice), 1300 555 727 (Speak & Listen)	24/7
Twitter	@CommSec	24/7

This guide will provide detailed instructions on how to reach out to CommSec, what information to have ready, and troubleshooting tips for common contact issues.

Contact Methods

CommSec provides several ways to contact their customer support team. Here are the details for each method:

1. Phone Support

General Enquiries:

Phone: 13 15 19 (within Australia)
International: +61 2 8397 1206
Hours: 8 am to 6 pm (Sydney time), Monday to Friday
Languages Available: Cantonese/Mandarin at 1300 880 888 (8 am to 6 pm, Sydney time, Monday to Friday)

Customer Relations Team:

Phone: 1800 805 605
International: +61 2 9687 0756
Purpose: For complex complaints or if you're unsatisfied with the initial response.

2. Online Contact Form

Client Service Team and Customer Relations:
- Online Forms: Accessible via the CommSec website for both general enquiries and complaints.
- Links:
  - Complaints and Compliments Form

3. Email and Postal Mail

CommSec Pocket Enquiries:

Email: pocket@commsec.com.au
Phone: 1300 726 608 (8 am to 6 pm, Sydney time, Monday to Friday)

Postal Address for Complaints:

Address:
Commonwealth Securities Locked Bag 22
Australia Square NSW 1215
Customer Relations:
Commonwealth Bank of Australia Margin Loans
Locked Bag 34 Australia Square NSW 1214

4. National Relay Service

For Hearing or Speech Impairments:
- Phone:
  - TTY/Voice: 133 677
  - Speak & Listen: 1300 555 727
- Website: National Relay Service

5. Social Media

Twitter: Follow and tweet at @CommSec for quick inquiries and updates.

Tips for Contacting CommSec

Have Your Information Ready: Before calling or emailing, ensure you have your account number, relevant documents, and details of your query or complaint ready.

Best Times to Call: To avoid long wait times, try calling outside of market hours (10 am to 4 pm, weekdays).

Clear Communication: Be clear and concise when explaining your issue to help the support team assist you more efficiently.

Troubleshooting Common Issues

Long Wait Times: If you experience long wait times, try calling earlier in the morning or later in the afternoon. Alternatively, use the online contact form or email.
Unanswered Emails: If you haven't received a response within a few days, consider following up with a phone call.
Difficulty Navigating the Website: Visit the CommSec Help Centre for guidance on using the website and finding the information you need.

Frequently Asked Questions

Q: What should I do if I forget my CommSec login details?
A: You can reset your password or retrieve your Client ID online using the following links:

Q: How do I lodge a formal complaint with CommSec?
A: You can start by contacting the Client Service Team at 13 15 19. If you're not satisfied with their response, reach out to the Customer Relations Team at 1800 805 605 or use the online complaint form.

Q: What if I am not satisfied with the resolution provided by CommSec?
A: If you are not happy with the outcome, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). Visit AFCA's website or call 1800 931 678 for more information.