The Customer Advocacy team is the voice of the customer within the Bank. Its primary purpose is to make it easier for customers when things go wrong, by helping facilitate fair complaint outcomes and minimising the possibility of future problems.
What we do
The Customer Advocacy team, located within our head office, is designed to represent you, our customers. Whilst we’re not independent of the Bank, we are independent function within it.
We have different delegations and responsibilities to other departments within the Bank and have direct access to the Bank’s Executive team. We are able to:
- Investigate, resolve and determine outcomes for complaints
- Identify systemic issues within the Bank and work towards remedying them
- Improve the Bank’s products, processes and communication
- Influence business decisions in favour of our customers
We’re also responsible for the application of the Banking Code within the Bank, to ensure alignment with industry best practices, providing our customers with the service and support that they need.