We have made it easier and simpler for customers experiencing financial hardship to ask for help.
The ‘front page’ of our website http://www.anz.com now has a direct link to information about Financial Hardship. The new step has been well received by customers, with around 1000 visits per week; an increase of 500%. We are the first Australian bank to have a link to hardship support on our homepage.
A new online application process also reduces waiting time for customers already facing a difficult situation. The first application was received in just 18 minutes.
“Our new online form has made it much simpler to apply for hardship assistance. It’s really reduced the effort required by our customers, especially those who find it difficult to discuss their situation face to face, live in remote areas or are otherwise unable to make that initial phone call to us.” Rachna Narayan, Team Leader, Customer Connect (hardship customer liaison team).
Next month we will be launching our new financial hardship micro-site. This will be user-friendly to further assist customers needing help.