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ANZ Customer Advocacy Charter
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At ANZ we are committed to providing you with a better level of service. This Customer Advocacy Charter sets out how we plan to achieve this and further restore your faith in us and delivering a much more focused "customer first" culture.
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If we make a mistake, we will put it right.
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- We will respond to your complaint within 48 hours and we will let you know who is responsible for managing your complaint.
- We will work with you to resolve your complaint quickly and within 10 working days.
- When it is not possible, we will contact you within 10 days to let you know how much longer it should take to resolve your complaint.
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- We know we can always improve, so your comments on the service we provide are important.
- When we make a mistake or our service does not meet your expectations, we want to know. We can use this feedback to understand and resolve your concern, and make sure we get it right next time.
- We're proud of our staff – so your compliments are also important to us.
- You don't need to wait until something goes wrong to talk to us. We're always open to ways we can improve our service.
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Our staff will treat your concern as their own and therefore our aim is to resolve the matter at your first point of contact.
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If we are unable to solve your concern immediately, we will investigate the matter and aim to resolve it within 10 working days.
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We want our staff to know we're proud of them, so when we exceed your expectations, we would very much like to hear about it. Recognising our people helps us build and encourage an even stronger focus on meeting your needs in the future.
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If you have thoughts on how we can improve our services, we would like to hear them. We can use these ideas to deliver benefits for all our customers and the wider community.
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If you have any concerns, talk to our staff at your local branch. You have the right to speak to your branch manager or simply call our ANZ Contact Centre on 132 411.
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Your feedback is welcome and any concerns you may have will be fully investigated. If you are unable or uncomfortable in discussing these with our staff or Manager, you can write to:
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ANZ Customer Relations
National Support Centre
G P O Box 179
Suva
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 321 3199
 ebusfj@anz.com
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If your concern is not resolved to your satisfaction after these contacts or you are uncomfortable in engaging these contacts, you can have your complaint objectively reviewed by writing to:
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ANZ Customer Advocate
Executive Office
Level 7, ANZ House
G P O Box 179
Suva
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331 2527
advocfj@anz.com
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