The ANZ website contains the following tabs:

The About us category contains the following sections:

Log onRegister

Message from the advocate - Corporate Responsibility

Message from the advocate

2008 Customer Advocate Report

The inaugural Customer Advocate, Bill Robinson, retired in November 2007. His work over the past five years has helped established the Customer Advocate as an important part of how we serve our customers.

I came to the position from a background in dispute resolution including formerly Assistant Ombudsman in the Victorian Ombudsman's office. As Customer Advocate, I aim to take an independent and impartial approach to the review of complaints that have not been resolved to the customer's satisfaction. My objective is to achieve a resolution that is fair to the customer and to ANZ.

It is clear we are operating in a very different and challenging global environment in 2008. Customers are feeling the effects of economic uncertainty and market volatility. The number of complex complaints has increased with more customers questioning and contesting matters. This is also reflected in an increase in the number of complaints to Financial Ombudsman Services (FOS) many of which have not first been brought to ANZ.

Research shows that effective and timely problem resolution is a key driver of customer satisfaction. Although ANZ continues to be a leader in customer satisfaction we have several projects underway for further improvement including recording, reporting and using data from complaints to improve business processes.

The case studies cited in this report demonstrate how we can learn from individual customer complaints to continually improve our processes and customer service.

I encourage you to read this Report and always welcome any feedback you may have about ANZ's products and services or the way ANZ is responding to customer issues in general.

Rhonda Day
ANZ Customer Advocate

Read more about our 2008 report: