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ANZ Customer Advocate

Customer Advocate

The Customer Advocate’s role is to provide a voice for our customers and to help promote fair customer outcomes. The Customer Advocate is committed to supporting the following principles of the Banking Code of Practice:

  • Earning and retaining the trust of our customers and the community
  • Delivering good customer and community outcomes
  • Building and sustaining a culture based on strong ethical foundations

Jo McKinstray is the Customer Advocate. She and her team provide a voice for Retail and Small Business customers. They do this by:

  • Championing ANZ’s Dispute Resolution Principles (PDF, 296kB).
  • Working together with our Customer Resolution team to help drive fairer dispute resolution outcomes, with a particular focus on sensitive and complex complaints.
  • Supporting ANZ’s vulnerable customers, and supporting greater accessibility.
  • Embedding the Banking Code of Practice.
  • Reviewing key customer themes to identify opportunities to enhance products, services, systems and processes within the bank.

How to Get Help

If we haven’t met your expectations, you can make a complaint. Or, if you have other questions or feedback, you can contact us.