At ANZ Fiji we are committed to providing you with a better level of service and promoting a more “customer first” culture. This Customer Advocacy Charter sets out how we plan to achieve this and further restore your faith in us.

Our promise

ANZ promises to resolve complaints

If we make a mistake, we will make it right by:

We value your feed back

You do not need to wait for something to go wrong to talk to us. We’re always open you’re your thoughts on what we’ve done well, and where we can improve.

Your feedback is always important and taken seriously by us because:

Concerns

Our staff will treat your concern as their own, and therefore our aim is to resolve the matter at your first point of contact.

If we are unable to solve your concern immediately, we will investigate the matter and aim to resolve it within 10 working days.

Compliments

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.

Suggestions

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.

How to contact us

1. Branch or contact centre

If you have any concerns, talk to our staff at your local ANZ branch. You have the right to speak to your branch manager; but if you prefer, you can simply call our ANZ Contact centre on 132 411.

2. ANZ Customer relations

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 branch manager, you can write to:

ANZ
Customer relations
PO Box 179
Suva
Fiji

Fax: +679 3213 756
Email: ebusfj@anz.com

3. ANZ Customer advocate

If your concern is not resolved to your satisfaction after these contacts, or you are uncomfortable in engaging these contacts, you can have your complain objectively reviewed by writing to:

ANZ Fiji - Customer Advocate
Level 5, ANZ House
PO Box 179
Suva

Fax: +679 3213 756
Email: advocfj@anz.com