Supporting customers in difficult times

Improving our support for customers

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Most people use and effectively manage some level of credit in their lives, however unexpected events can occur which sometimes result in customers finding themselves struggling to meet their repayment responsibilities.

In particular, we understand customer and community concerns regarding the impact of potential job losses or reduced work hours on financial circumstances, especially in the face of worsening economic conditions in Australia. These issues can affect anyone in the community, irrespective of age, gender, marital status, occupation or income.

Customer Connect is a team of specialists who work with ANZ’s customers experiencing financial difficulty, whatever the cause.

A Customer Connect consultant will take the time to understand individual circumstances and work with customers to find suitable support measures to help give them some breathing space while they get back on their feet. Relief packages are developed considering what our customers can afford to pay, usually without requiring them to provide evidence of hardship.

More on Customer Connect program with Manager, Katie Rattigan

Tell us about Customer Connect

Customer Connect is a team of specialists who work with customers experiencing financial difficulty. They work to reach arrangements that are both affordable for our customers and acceptable to ANZ.

The team has grown considerably since the economic downturn began in order to meet the increased number of calls from customers – calls for assistance have more than doubled in the past nine months.

What measures are available for customers?

All Customer Connect consultants have been specially trained to help support customers in times of financial difficulty. We work with the customer to develop a relief package based on what the customer can afford to pay at the time. This might include deferred or reduced payments, interest adjustment, a refinance or extension of time to make repayments.

How can we improve the process for customers?

We want to ensure that accessing assistance is uncomplicated and relevant to the customers needs.

To improve Customer Connect, we have recently undertaken an external review which will provide advice about how we can enhance our model to ensure it is best practice in the industry. Early findings have told us we need to promote the Customer Connect program to our customers so that they know the assistance is available and how to contact us. We will be releasing the findings of the report in the next month.

What do you like about working in Customer Connect?

Helping thousands of customers stay in their homes, get their debt under control and their lives back on track. While we know it isn’t possible to help 100% of the time, the Customer Connect process provides us with the tools to help our customers navigate through difficult times – it’s a huge buzz to come to work and be able to do that.