ANZ Bank Customer Advocate Office

At ANZ Bank we are committed to supporting the following principles of the Banking Code of Practice:

• earning and retaining the trust of our customers and the community

• making promises and keeping them to deliver good customer and community experiences

• building and sustaining a culture based on strong ethical foundations

Meg Dalling is ANZ’s Customer Advocate and, together with her team, supports our retail and small business customers by:

• helping to drive fairer dispute resolution outcomes, with a focus on sensitive and complex cases, including those involving customers in vulnerable circumstances

• reviewing key customer themes to identify opportunities that enhance products, services, systems, and processes within the bank

• improving decision-making for customers using insights and perspectives, including those from the community

The Customer Advocate meets regularly with community organisations and is active in industry forums to ensure our approach is informed by best practice and lived experience.

The team is also responsible for leading ANZ’s strategic approach to customer vulnerability. This includes a focus on strengthening our support for customers impacted by family violence and financial abuse, supporting our Indigenous customers particularly in remote communities, and promoting inclusive banking for all customers, including through ANZ’s Accessibility and Inclusion Plan.

If you're overseas call +61 3 9683 9999 or message us securely in the ANZ App.