The Customer Advocate’s role is to review complaints escalated from our customers when they are not satisfied with the outcome of the Bank’s Internal Dispute Resolution (IDR) process. The Customer Advocate will impartially assess your complaint, keep you informed of the progress and provide you with an outcome of the review of your complaint in a timely manner.
The Customer Advocate will have strategic influence with regards to helping broader cohorts or groups of customers as well as identifying systemic issues or problems within the Bank. This could include shaping or overseeing remediation programs, influencing product development and distribution processes, or engaging in preventive risk management initiatives. They will engage with customer representatives, including consumer advocates, legal aid officers, community legal centres and financial counsellors.
Our Customer Advocate operates separately from our business and reports regularly to the Managing Director and Chief Customer Officer, as well as engaging with Executives and Senior Management to provide insights into customer perspectives and recommendations for improvement.
To enhance the role of the Customer Advocate, the Customer Liaison Oversight Officer will conduct periodic reviews of the performance of the Customer Advocate Office and report outcomes together with recommendations through to the Chief Customer Officer and the Managing Director.
You may contact the Customer Advocate for an independent review of your complaint by: