ANZ Customer Advocate

Customer Advocate

The Customer Advocate’s role is to provide a voice for our customers and to help promote fair customer outcomes. The Customer Advocate is committed to supporting the following principles of the Banking Code of Practice:

• Earning and retaining the trust of our customers and the community
• Delivering good customer and community outcomes
• Building and sustaining a culture based on strong ethical foundations

Jo McKinstray is the Customer Advocate. She and her team provide a voice for Retail and Small Business customers. They do this by:

• Championing ANZ’s Dispute Resolution Principles (PDF, 296kB).
• Working together with our Customer Resolution team to help drive fairer dispute resolution outcomes, with a particular focus on sensitive and complex complaints.
• Supporting ANZ’s vulnerable customers, and supporting greater accessibility.
• Embedding the Banking Code of Practice.
• Reviewing key customer themes to identify opportunities to enhance products, services, systems and processes within the bank.

How to Get Help

If we haven’t met your expectations, you can make a complaint. Or, if you have other questions or feedback, you can contact us.