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Corporate Responsibility November 2009

Corporate Responsibility November 2009

ANZ Customer Service Consultant

'One-stop-shop' for financial counsellors

We have appointed a Liaison Officer to act as a central contact point for concerns and queries from Australian financial counsellors working with our customers in financial difficulty.

Marie Andrews is a qualified financial counsellor with broad experience in developing and delivering financial literacy programs in the community sector.  

Marie also brings a deep understanding of the challenges customer hardship poses to organisations and consumer advocates alike, having worked closely with government agencies and companies in the energy sector to improve their policies and processes to support customers in difficulty.

“Financial counsellors are often dealing with multiple credit providers when trying to understand a client’s financial position and the temporary relief options available to them,” says Marie.

“It’s extremely important for them to be able to access one contact point to resolve quickly any problems they are having dealing with ANZ. The idea is for ANZ and financial counsellors to work together to arrive at a solution as quickly as possible which will be good for ANZ and good for our customers.

“I will also be seeking ongoing feedback from financial counsellors on how our processes are working for customers and use that to improve ANZ’s approach.”

Inquiries about temporary arrangements for clients should be directed to our customer hardship hotline - 1800 252 845 (or 1800 838 100 for Esanda loans) – in the first instance.

Australian-based financial counsellors who would like to speak to ANZ about its approach to customers in financial difficulty or need to escalate concerns they have about one of their clients, are invited to contact Marie. She is available Monday to Friday 8.30am to 5.30pm on 03 9683 8147 or at These concerns can also be sent to


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