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The Customer Advocate function was formally established at ANZ in May 2002. It is underpinned by our firm commitment to improve relationships with our customers and the community.
The report covers the year ended 30 September 2004 where ANZ has made good progress in resolving outstanding and difficult customer complaints. Key outcomes include:
- 64 of 97 matters referred to the Customer Advocate were resolved.
- 52% of resolved matters were found in favour of our customers or were negotiated results or compromises acceptable to our customers.
- A total of $54,000 in compensation was either refunded or paid to customers.
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