your customer advocate - personal banking including ... deserve a loud voice, particularly those...

YourCustomer Advocate

2 Your Customer Advocate

Customers deserve a loud voice, particularly those whose voice is hard for us to hear.

CommBank has a Customer Advocate to champion fairness for customers.

Our team has four areas of focus: Advocacy, Prevention, Insights and Remediation.

YourCustomer Advocate

Your Customer Advocate 3

1. AdvocacyGiving customers a louder voice through community engagement and independent complaint review.

We offer an independent review of individual customer complaints with decisions binding on CommBank

We liaise with the community to be more responsive to the needs of people and businesses

We proactively undertake thematic reviews of topical and emerging issues

We specialise in accessibility and inclusion to help customers and staff living with a disability

We empower employees to raise concerns or seek a second opinion about customer issues

We tailor our processes and provide additional support for vulnerable customers


Independent reviews of customer complaintsIn most cases, customers who make a complaint have their issues resolved in the first instance. Here are the steps you can take if your complaint isn’t resolved straight away.

Our process

Customer complaint

not resolved.CommBank’s complaints team, Group Customer Relations, investigates

and in most cases resolves complaint.

If complaint is still unresolved, customer now

has two options.

Customer can contact an external

body for review, e.g. the Financial

Ombudsman Service.

NEW option for customers

Customer can contact the Customer Advocate

for an independent, fair and timely review.

Complaint resolved.


Our approach

Specialised care

Customers in vulnerable circumstances are prioritised and offered additional help

Access

Open to all customers who have received an outcome through the complaint handling process and

prior to external review

Expertise

Complex matters referred to a panel of subject matter

experts for specialised review

Decisions

All review decisions are binding on CommBank

but not on the customer


2. PreventionGuiding our business to promote fair customer outcomes and identify issues before they become problems.

Building customer advocacy into management of our products and services

Measuring the value customers get from our products to ensure customer needs are met

Ensuring decision-making and business practices are fair to our customers

Providing expertise to all CommBank businesses to continually improve our conduct towards customers


3. InsightsDiscovering new ways to improve access and fairness for customers through sophisticated data analysis and independent research.

Our Insights team is focused on improving customer outcomes by:

Using data to understand customer behaviours to better advocate for their financial wellbeing

Using data analysis to proactively identify customers who may be in vulnerable circumstances

Proactively identifying customers who might need more immediate or tailored assistance in times of need or crisis

Conducting ‘Own Motion Inquiries’ – our own investigations into subject areas we determine are in need of deeper analysis and exploration


Own Motion Inquiries so far

1Identify and define

the problem

2Perform data driven

research and analysis

3Determine the primary causes and recommend

solutions

4Enable CommBank to make

more informed decisions about customers and implement solutions

Vulnerable CustomersUsing data to detect customers in vulnerable circumstances so we can tailor our processes based on their needs.

Non-English speaking customersIdentifying the particular needs of our non-English speaking customers and developing solutions with business teams.

Customers experiencing mental health issuesUnderstanding the potential drivers of complaints from customers experiencing mental health issues and identifying areas of higher prevalence.


4. RemediationRemediating customers in a fair, comprehensive and timely way when things go wrong.

In a business of CommBank’s size and scale, sometimes things go wrong. If this happens, we are committed to putting things right for our customers.

Our remediation team provides advice to all CommBank ‘remediation projects’ using principles, tools and systems we’ve designed for the purpose.

Our team is highly qualified and experienced, ensuring the highest quality outcomes for customers.

Providing specialist help and guidance in remediation through

a dedicated team of experts

Ensuring consistency, quality and timeliness

in all remediation projects

Capturing a single view of remediation projects across all

CommBank businesses

Remediation projects are projects undertaken to

• Review the impact of an issue or issues on multiple customers – resulting from misconduct, human or system error, compliance failure or other systemic issues and

• Put customers who have experienced monetary or non-monetary loss or detriment in at least the position they would have been had the issue not occurred


Contacting usIf you have a complaint, please contact our complaints team on 1800 805 605.

If you’re not satisfied with the outcome you’re welcome to contact the Customer Advocate and ask for a further independent review.

[email protected]

Freecall 1800 832 806 8:30am to 5pm Sydney time, Monday to Friday.

We can arrange the National Relay Service or an interpreter, if you wish.

Let us know if you are calling from a mobile and we will call you back to save you the expense.

Reply Paid Address Customer Advocate Commonwealth Bank Reply Paid 88915 SYDNEY NSW 2001

Visit commbank.com.au/customeradvocate for more information


mailto:[email protected]

https://www.commbank.com.au/about-us/who-we-are/customer-commitment/customer-advocate.html

your customer advocate - personal banking including ... deserve a loud voice, particularly those...

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