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Customer Advocate

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 to the Managing Director as well as engaging with Executives and Senior Management to provide insights into customer perspectives and recommendations for improvement.

You may contact the Customer Advocate for an independent review of your complaint by:

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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