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ANZ Customer Advocate

Customer Advocate

The Office of the Customer Advocate provides a voice for our customers, in order to facilitate fair customer outcomes and minimise the likelihood of future problems.

It is committed to supporting the following principles of the Banking Code of Practice:

Earning and retaining the trust of our customers and the community
Making promises and keeping them to deliver good customer and community outcomes
Building and sustaining a culture based on strong ethical foundations

You can access the Banking Code of Practice by following the links found on ANZ’s dedicated Banking Code of Practice webpage.

The Office of the Customer Advocate supports our retail and small business customers in a number of ways:

Helping to drive fairer dispute resolution outcomes, with a particular focus on sensitive and complex cases, including those involving customers experiencing vulnerability
Reviewing key customer themes to identify opportunities to enhance products, services, systems and processes within the bank
Helping to facilitate better decision-making and fairer outcomes for customers through the use of insights and perspectives, including those sought from the community

The Office of the Customer Advocate meets regularly with community organisations and participates actively in industry forums to ensure our approach is informed by best practice and lived experience.

It is also responsible for leading ANZ’s strategic approach to customer vulnerability which includes a focus on strengthening our support for customers impacted by family violence and financial abuse, supporting our First Nations Customers particularly in remote communities, and promoting inclusive and accessible banking services for all customers, including through ANZ’s Accessibility and Inclusion Plan.

You can contact the Office of the Customer Advocate by emailing us.