Customer Advocate

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.

How to get in contact with the Customer Advocate

Lodge a complaint

This allows the Bank to investigate the problem and find a solution.

Email the Customer Advocate

If you aren’t happy with the outcome, you can raise it with the Customer Advocate.

If you're still unhappy

You can contact our external dispute resolution body, AFCA*.

*Time limits may apply to lodge a complaint with the Australian Financial Complaints Authority (AFCA), so make sure you act promptly or, otherwise, consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Please Note: The Customer Advocacy team is unable to review complaints already decided on by external dispute resolution bodies.