Customer and Community Liaison, Commonwealth Bank

Commonwealth Bank has a Customer Advocate to champion fairness for you. 

While not independent of the Bank, the Customer Advocate is independent within the Bank, with a focus on:

• identifying opportunities to improve the Bank’s products, services, systems and processes

• helping the Bank make better decisions through the use of data, insights and different perspectives

The Customer Advocacy and Vulnerability team supports the Customer Advocate to:

• be the voice of our customers and communities to make sure they’re heard, understood, and treated fairly – particularly those in vulnerable circumstances

• promote fair customer outcomes across the Bank and proactively identify and fix issues before they become problems

• guide the Bank in the design of accessible and inclusive products and services

• ensure the financial safety and wellbeing of customers experiencing domestic and family violence, financial abuse and problem gambling

The Customer Advocate and her team are currently committed to:

• improving the financial wellbeing of Aboriginal and Torres Strait Islander customers and communities

• developing ways in which the Bank can better support customers who identify as LGBTIQA+, home loan guarantors, and incarcerated customers – among others

• spending time with community organisations across Australia to understand the issues that are affecting the Bank’s customers, such as floods and bushfires, and finding ways to make improvements to the Bank’s responses

• delivering specialist care to individuals experiencing domestic and family violence, financial abuse and problem gambling by way of the Next Chapter team

• helping the Bank find ways to support customers impacted by cost of living pressures

The role of the Customer Advocate does not include reviewing individual complaints at the request of customers.

If you do have a complaint, please contact the Bank’s complaints team. This gives the Bank the chance to investigate the situation and put things right. You can contact the team on 1800 805 605 (8am-6pm, Mon-Fri, Sydney/Melbourne time) or through the Bank’s complaints and compliments form.

If you’re not happy with the outcome from the complaints team, you can contact the Australian Financial Complaints Authority (AFCA) for an external review. AFCA provides independent financial services complaint resolution that’s free for customers.

The Bank will take your concerns seriously, work with you to address your complaint quickly and aim to find a resolution that's fair and reasonable. In doing so, you can expect that the Bank will uphold its complaint handling principles each and every time.