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Customer Advocate

Our Customer Advocate champions the voice of customers and strives for fairer outcomes.

Your Customer Advocate

Bendigo and Adelaide Bank has a Customer Advocate to champion the voice of our customers and strive for fairer outcomes.

The Customer Advocate is supported by a Team and together they focus on Advocacy, Prevention and Remediation – aiming to identify opportunities to make a positive difference in the lives of our customers.

What we do

The Customer Advocate Office is here to listen and understand the voice of our customers.

We want to ensure that in every interaction with us you are treated fairly and with respect, no matter your circumstance.

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.

1

Investigate issues, provide resolutions and make decisions that are binding on the Bank, but not on you.

2

Provide recommendations and assist with the development of Bank products, policies and processes.

3

Be alert to customers who are experiencing challenging personal or financial circumstances.

How to get help

Contact our Customer Feedback Team

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 still not happy with the outcome of your complaint, you have two options:

a. Contact the Customer Advocate Team and request a review of your complaint. We will impartially assess your complaint, resolve it promptly and keep you updated with any progress. If, after a Customer Advocate Review you remain unhappy, you can contact the Australian Financial Complaints Authority (AFCA) for an external review.

b. Contact AFCA for an external review without prior review by the Customer Advocate. (It’s important to remember that once your complaint has been investigated by AFCA, you are unable to then request a Customer Advocate review).

Our promise to you 

When assessing your Customer Advocate Review the Customer Advocate will:

  • Impartially assess your complaint
  • Keep you informed of the progress
  • Provide you with an outcome of the review in a timely manner
  • Ensure that your outcome is fair and reasonable

How to contact your Customer Advocate

If you remain unsatisfied with the outcome of your initial complaint you can contact the Advocate by any of the following avenues:

Online

Submit a request for a review of your complaint via our online form.

Request a review

Phone

Call us today 8.30am to 5pm Victorian time, weekdays:
1300 139 572 

Calling from overseas - standard international call charges apply:
+61 3 5485 7919

Mail to

Customer Advocate
Reply Paid 480
Bendigo VIC 3552

There is no need to include a stamp on your letter.

Bendigo and Adelaide Bank Limited, ABN 11 068 049 178 AFSL / Australian Credit Licence 237879. Any advice provided on this website is of a general nature only and does not take into account your personal needs, objectives and financial circumstances. You should consider whether it is appropriate for your situation. Please read the applicable Disclosure Documents before acquiring any product described on this website. Please also review our Financial Services Guide (FSG) before accessing information on this website. Information on this page can change without notice to you.

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