Dispute a transaction

You can raise a dispute for most transactions quickly and easily in the ANZ App. The transaction needs to be made on a card in your name (with the exception of additional card holders), and the transaction needs to be processed.

EFTPOS transactions (those where you have inserted or swiped your card into an EFTPOS terminal and selected Savings or Cheque) are not eligible for this feature. You should raise your dispute via Message us in the Support section of the app.

Please follow the dispute a transaction steps above. You can raise a dispute in the ANZ App by selecting ‘Other reason’ when prompted.

If you’re lodging your dispute via ANZ Internet Banking, you should use the dispute reason, ‘The ATM dispensed the wrong amount’. Ensure you provide both the amount requested and the amount actually received.

If we determine that the transaction was not authorised by you, there will be no interest or fees incurred as a result of the disputed transaction.

Yes, continue to make your minimum monthly payments on your credit card while your dispute is being investigated. Interest does not accrue on the disputed amount throughout the investigation. If you have a credit card with an interest free period, you'll only need to pay the closing balance on your statement less the transaction or transactions “on hold” at the due date to keep your interest free benefit. If you have any questions relating to your card account while your dispute is under investigation, you can Contact us.

We can investigate:

• Unauthorised transactions
• Goods or service not received
• Direct debit or recurring payment issues
• Duplicate transactions
• Incorrect amount charged
• Goods or service not as described
• A credit not processed
• ATM cash dispensing errors

We cannot investigate:

• Billing disputes
• Contract related disputes
• Buyer’s remorse

In each of your accounts in ANZ App and Internet Banking, your transactions are listed with the most recent at the top.

In the ANZ App, choose the account you want to search and then enter a word or an amount in the Search box.

In ANZ Internet Banking, choose the account, click the Search link at the top of the Transactions tab and follow the prompts.

If you wish to dispute a transaction made on an ANZ issued credit or debit card, we suggest you raise your dispute as soon as your transaction has been processed.

If Scheme rules apply to your disputed card transactions, these rules generally require ANZ to lodge a complete complaint on your behalf within 120 days of the transaction date for Visa transactions and within 210 days for EFTPOS transactions. Longer timeframes may apply if the transactions fall under the ePayments code. If Scheme rules apply and you do not notify us of your disputed transaction and provide us with all necessary details in time for ANZ to meet this deadline, ANZ may not be able to assist in lodging a claim on your behalf.

For circumstances where you believe there has been an unauthorised transaction, you should raise a dispute in the ANZ App. If you suspect you are the victim of a scam, you should contact ANZ immediately. Unauthorised transactions are subject to the ePayments Code. For more information, refer to the ASIC website.

ANZ's role is to assist you by lodging disputes with merchants, providing the transaction is covered by the various Scheme rules (Visa or EFTPOS) and/or the ePayments code. These rules ensure you have a right to dispute transactions while giving merchants the opportunity to provide evidence before we charge the disputed amount back to them.