The banking industry is committed to making it easier for customers when things go wrong by providing effective and efficient complaint handling and dispute resolution processes.
Banks are focused on having complaints or disputes with a customer resolved as fairly and quickly as possible through direct engagement in an internal dispute resolution process.
In the small number of complaints that can’t be resolved in this way, we support the right of customers to have their complaints heard outside of the bank through the Australian Financial Complaints Authority – a free and independent external dispute resolution body.
In April 2016, banks that are members of the ABA committed to appointing Customer Advocates.
The list of current Customer Advocates is available here.
In April 2019 Deloitte completed a Post-Implementation Review of the Customer Advocate initiative. The Report is available here.