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.

  1. Accessible and secure
  • Give you easy and convenient ways to access your money when you need it.
  • Continue to enhance internet and mobile phone banking functionality.
  • Extend branch hours in our busiest branches.
  • Provide easy access to telephone banking services.
  • Provide ATM’s in convenient locations.
  1. Help you find the right product to meet your needs
  1. Protect your money from fraud with the ANZ fraud money back guarantee
  1. Straight forward
  • Provide easy, simple to understand products, with no hidden fees.
  • We will provide clear product choices and transparent fees. 
  • We will write all communication in plain language.
  1. Provide you with quick, friendly and reliable service
  • Aim to serve you within 5 minutes in our branches.
  • Aim to answer your call to our call centre within 60 seconds.
  • Aim to notify you on home loan applications within 4 business days.
  1. Solve problems quickly and fairly
  • Aim for first-contact resolution. Where this is not possible; resolve the majority of straightforward complaints within 2 business days and more complex complaints within 5 business days.
  • Let you know who is responsible for resolving your complaint if we expect this to take longer than 2 business days.
  • Offer to have your complaint reviewed by our Customer Advocate, if we can’t resolve it to your satisfaction.
  • Provide you with information on external financial services dispute resolution if you are not satisfied with the steps taken by ANZ to resolve your complaint.
  • Read our 2011 Customer Charter (PDF 140kB)

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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