We support the UNGPs and access to remedy through our human rights grievance mechanism. This is available for people and communities who believe their human rights have been impacted by ANZ’s Institutional or Corporate lending customers.
The grievance mechanism is designed to promote responsible business conduct, under a framework through which:
- efforts can be made to resolve complaints; and
- recommendations aimed at strengthening our due diligence processes can be provided.
How to submit a complaint to the grievance mechanism
Send us your answers to the questions in our submission form and add any other information you think is important.
ANZ GM complaint submission Nov2021 (Doc 63kB)
Post: ANZ grievance mechanism Senior Officer
c/o ANZ Head of ESG Governance
Level 9, 833 Collins Street, Docklands, Victoria 3008
Process for Affected People who submit a complaint
Week 1: Receive written acknowledgment and a phone call where practical from your ANZ Complaint Manager who will outline the process.
Month 1: Receive notification about whether the complaint has been accepted.
Month 2: Explain your complaint and preferred outcome to ANZ and Customer representatives.
Monthly: Receive updates on the progress of your complaint.
Month 9: ANZ will try to resolve your complaint within 9 months.