Customer Advocacy Charter

At ANZ Fiji we are committed to providing you with a better level of service and promoting a ‘customer first’ culture. This Customer Advocacy Charter sets out what we’re doing to achieve this.

Feedback

We understand and appreciate the value of feedback, both good and bad. It allows us to grow our people and ourselves, and to do right by our customers and community. As such, you are always welcome to share your thoughts with us, and can be assured that it will be taken seriously.

Our promise

Our staff will treat your concerns as their own, and therefore our aim is to resolve the matter at your first point of contact. As part of this, if we make a mistake we promise to:

• Respond to your complaint within 48 hours
• Let you know who is responsible for managing your complaint
• Work with you to resolve your complaint quickly within 10 working days
• Contact you within 10 working days to discuss the resolution progress should it take longer than 10 working days to resolve.

How to contact us

Branch or contact centre

If you have any concerns you can talk to our staff at your local ANZ branch. You have the right to speak to your branch manager; but if you prefer, you can simply call our ANZ Contact centre on 132 411 (local) or +679 321 3000 (overseas).

ANZ Customer relations

Your feedback is welcome and any concerns you may have will be fully investigated. If you are unable to or feel uncomfortable discussing them with our staff or branch manager, you can write to:

ANZ
Customer relations
PO Box 179
Suva
Fiji

Fax: +679 3213 756
Email: ebusfj@anz.com

ANZ Customer advocate

If your concern is not resolved to your satisfaction after these contacts, or you are uncomfortable in engaging these contacts, you can have your complain objectively reviewed by writing to:

ANZ Fiji - Customer Advocate
Level 4, ANZ House
PO Box 179
Suva

Fax: +679 3213 756
Email: advocfj@anz.com