Our Customer Advocate champions the voice of customers and strives for fairer outcomes.
Your Customer Advocate
The Customer Advocate’s role is to be a voice of the customer within the Group helping to drive fairer dispute resolution outcomes, with a particular focus on sensitive and complex cases. The Customer Advocate will endeavour to make things easier for our customers by helping to facilitate fair outcomes and minimising the likelihood of future problems.
Our Customer Advocate will review key customer themes to identify thematic opportunities, as well as identify systemic issues, to enhance products, services, systems and processes within the bank.
What we do
The Customer Advocate operates impartially within the Bank and reports directly to the Managing Director’s Office. We also engage with Executive and Senior Management to provide insights into the customer perspective.
Investigate issues, provide resolutions and make decisions that are binding on the Bank, but not on you.
Provide recommendations and assist with the development of Bank products, policies and processes.
Be alert to customers who are experiencing challenging personal or financial circumstances, particularly those that may be vulnerable.
How to get help
We want to know when we have not met your expectations, no matter the circumstance. This allows us to investigate your complaint and put things right. You can contact the team on 1300 361 911 or through our online form. Raising your complaint via the Customer Feedback Team is an important and necessary first step in complaint resolution.
If you are not satisfied with the response provided, you have the option to refer your complaint to the relevant external dispute resolution scheme.
We are a member of the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:
- In writing: GPO Box 3, Melbourne VIC 3001
- Telephone: 1800 931 678
- Email: firstname.lastname@example.org
- Website: www.afca.org.au
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expire.
If your complaint relates to how we handle your personal information you can also contact: