2008 Customer advocate report - results - Corporate Responsibility

The Customer Advocate is an advocate for a fair and reasonable outcome for the customer. The aim is to resolve complaints quickly, impartially and without the need for external review. The Customer Advocate completed 100 formal reviews, an increase of about one-third on the previous year. Five reviews remained uncompleted at 1 October 2008.

The number of files completed within 20 days has improved from 50% in 2007 to 65% in 2008. These complaints can be complex and require time to gather and assess further information from the customer and ANZ and to negotiate outcomes.

In the review process the Customer Advocate listens to the customer, meeting with them if necessary, records concerns and closely reviews the facts including making further investigations if required. The Customer Advocate then negotiates an outcome with the customer and the relevant ANZ business unit and makes recommendations to prevent further complaints and improve service or products. Customer concerns can give the business valuable insights into their performance and service which will prevent more major issues arising.

For example, a review of procedures for personal loan approvals in remote areas has been initiated following a complaint from a legal service that a client had entered into a credit facility without fully understanding the contract and without the ability to service the loan. The customer gained a satisfactory outcome. When completed, the review will recommend refinements to bank policy and procedures to further protect vulnerable customers in these areas.

The Customer Advocate can act as an 'appeals' mechanism for customers dissatisfied with the result of their initial complaint or can intervene in difficult or potentially controversial complaints at an earlier stage, either through direct contact from a customer or at the request of ANZ staff who need advice on options for resolving or avoiding complaints.

Breakdown of completed matters

Business unit	No. of complaints	Finding for			Comp- ensation offered	Non- financial outcome
		Cust- omer	ANZ	Both
Banking Products	18	4	9	5	$7,987.78	13
Consumer Finance	27	7	9	11	$19,961.03	19
Mortgages	24	9	6	9	$56,990.00 (includes offer not accepted)	14
Small Buisness	2	-	2	-	$2,044.38	1
Esanda	-	-	-	-	-	-
Private Bank ING Trustees & Wealth	13	5	5	3	$19,360.67	5
Other	16 (incl. breach of privacy complaints)	7	6	3	$10,617.90	8
Total	100	32	37	31	$116,961.76 (incl. offer of $46,000 not accepted, actual total $70,961.76)	60

The Customer Advocate office received approximately 456 email contacts from customers seeking a review. The majority of these issues are referred to specialist areas for resolution in the first instance. The customer is always advised in writing when their complaint has been referred and is offered the opportunity to return to the Customer Advocate for further review if they are not satisfied by the outcome of their complaint.