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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.