Customer Advocate, Australia

ANZ Customer Advocate's role is to review disputes from retail, small business and wealth customers in Australia, where the customer is not satisfied with the outcome of ANZ’s internal dispute resolution process. On some occasions, particularly difficult complaints may be referred directly to the Customer Advocate for resolution.

The Customer Advocate operates separately from ANZ's businesses and reports to the Chief Executive Officer (Australia Division). ANZ is bound by the Customer Advocate's findings in all cases.

If you are based in Australia, you can elect to have your complaint referred to the Customer Advocate if you are not satisfied with the outcome of ANZ's complaint resolution processes. The Customer Advocate aims to resolve complaints promptly and will keep you informed of the progress of any review.