Our customers have told us what they want from a super regional bank - that is a banking experience that is uncomplicated and delivered in a responsible manner.
Our brand promise is that ‘We Live in Your World’, and this means continuing to listen to the needs and expectations of our customers in developing new products and services, and in shaping the future direction of our business.
We work with customers and stakeholders to co-create convenient, simple and responsible products and services. We involved customers in developing and evaluating product concepts using such tools as our “Your Say” online customer panel. This panel involves our customers in product and service co-creation and helps to inform quality improvements. To date, more than 6000 customers have registered to participate in this panel, providing us with invaluable customer insights.
Additionally we conduct ongoing and regular research with more than 80,000 customers each year to anticipate and respond to our customer’s needs and expectations. Research includes commissioned studies, weekly surveys and direct customer interviews.
|Responding to customers concerns|
We aim to always provide our customers with an uncomplicated, safe, secure, reliable and convenient banking experience, this includes ensuring our customers have ‘round the clock’ access to an ANZ service assistant, for making any enquiry or lodging a compliment or complaint.
In Australia, should any customer be dissatisfied by the outcome of our Complaint Resolution Process, we provide the option of referring their complaint or dispute to our Customer Advocate.
|Our Customer Charter|
We are committed to providing our customers with banking that is simple to understand and delivered in a responsible manner by our people, in accordance with the highest standards of integrity.
This Customer Charter sets out the specific service standards customers should expect us to meet. It reflects both the products and services that we currently offer and the high standards towards which we aspire.
How you can provide your feedback
We value your feedback about the ANZ Customer Charter. Please contact us by:
Phone: FREECALL 1800 805 154 (8am to 7pm AEST)
TTY: 1300 366 255
Mail: ANZ Customer Response Centre
Locked Bag 4050
South Melbourne VIC 3205
FAX: 1800 269 030
Online feedback form
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