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New Financial Assistance Hub

Customer Advocate Guiding Principles

1 July 2021

These guiding principles are designed to assist banks when designing, appointing and reviewing the role of Customer Advocate. Customer Advocates should be a voice for customers within their bank. They should endeavour to make things easier for bank customers by helping to facilitate fair outcomes and minimising the likelihood of future problems.

ABA Customer Advocates – Guiding Principles Updated in July 2021

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