As a customer-owned bank, our priority is our customers and their communities.
Today we are pleased to introduce a Customer Advocate role to our team at Bank Australia. This is an important part of ensuring that we are living up to our commitments to our customers and meeting their expectations. The new role will be filled by Fiona Nixon, our Head of Corporate Affairs.
The role is responsible for engaging with customers to understand their issues and for promoting the interests of customers in Bank Australia’s operations. The role will be an objective voice to ensure customer complaints and disputes are appropriately addressed and resolved.
The Customer Advocate will not manage individual complaints and disputes, but will rather work with team members across the bank to identify if there are system, process or service issues emerging that need to be addressed. The Customer Advocate role is independent from the bank’s retail, operations, risk and internal dispute resolution functions and reports on a quarterly basis to the Managing Director and Board.
The new position came about as a part of our work with the Australian Bankers Association (ABA) on a range of reform measures aimed at transparency and protection of consumer interests. Although the bank’s existing customer-ownership structure is naturally sensitive to customer needs and concerns, this function will provide an additional layer of accountability and transparency.
Fiona is the Head of Corporate Affairs at Bank Australia. Her role at Bank Australia involves leading the bank’s corporate affairs function, overseeing the Bank Australia Impact Fund and ensuring the organisation lives up to its commitment to customers as a responsible bank. Her additional responsibility as Customer Advocate will compliment her existing customer engagement responsibilities.
If you have any questions or would like to raise an issue with the Customer Advocate, please email [email protected].