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 for customers within the Group. The Customer Advocate will aim to make things easier for our customers by helping to facilitate fair outcomes and minimising the likelihood of future problems.
What we do
The Customer Advocate operates impartially within the Bank and reports directly to the Managing Director’s Office. The Customer Advocate will be alert to customers who are experiencing challenging personal or financial circumstances, particularly those that may be vulnerable.
Advise and guide our complaints team to drive fairer dispute resolution outcomes, with a particular focus on sensitive and complex cases.
Review feedback to identify potential systemic issues, as well as opportunities to enhance products, services, systems and processes within the Bank.
Help the Bank to make customer-centric decisions through the use of insights and perspectives.