Customer Charter
Our commitment to you
ANZ’s commitment to you
ANZ is committed to providing you with banking that is simple
to understand and delivered in a responsible manner by our
people, in accordance with the highest standards of integrity.
This Customer Charter sets out the specific service standards
you should expect us to meet. It reflects both the products and
services that we currently offer and the high standards towards
which we aspire.
Welcome to ANZ.
Accessible and Secure
Empowering
01Give you easy and convenient ways to
access your money when you need it
05Provide you with quick, friendly and
reliable service
Continue to enhance internet and
mobile phone banking functionality
Aim to serve you within 5 minutes in
our branches
Extend branch hours in our busiest
branches
Aim to answer your call to our call
centre within 60 seconds
Provide easy access to telephone
banking services
Aim to notify you on home loan
applications within 4 business days
Provide ATM’s in convenient locations
06Solve problems quickly and fairly
02Help you find the right product to meet
your needs
Aim for first point problem resolution
and resolve escalated complaints
within 2 business days and a maximum
of 5 business days
03Protect your money from fraud with the
ANZ fraud money back guarantee
Straight Forward
04Provide easy, simple to understand
products, with no hidden fees
We will provide clear product choices
and transparent fees
We will write all communication in
plain language
Let you know who is responsible for
resolving your complaint if we expect
this to take longer than 2 business days
Offer to have your complaint reviewed
by our Customer Advocate, if we can’t
resolve it to your satisfaction
Provide you with information on
external financial services dispute
resolution if you are not satisfied with
the steps taken by ANZ to resolve your
complaint
ANZ is committed to ensuring our products
and services meet your expectations and we
value any feedback you have regarding how
we are performing.
Response Centre will work closely with you to
resolve your complaint. We aim to resolve
your complaint in two business days and
within a maximum of five business days.
Our ‘Your Feedback’ brochure provides more
detail regarding how to lodge your feedback
and our complaints escalation process.
ANZ Customer Advocate
If you are not satisfied with the resolution
offered by our Customer Response Centre, you
can have your complaint reviewed by ANZ’s
Customer Advocate who provides a free,
independent review of your complaint.
Making a suggestion
Your feedback helps us create a better bank
for our customers, staff, shareholders and the
community. If you have a suggestion about
how we can improve our services, please let
us know.
Paying a compliment
Should you have received exceptional service
from one of our staff or found something you
particularly liked, please tell us about it.
Making a complaint
If we make a mistake, or our service doesn’t
meet your expectations, we want to know.
Here’s how to get in touch with us:
Talk to our staff at your local ANZ Branch or
Business Centre
Call our Customer Response Centre
toll free on: 1800 805 154
(8am-7pm AEST weekdays)
Lodge your complaint online at anz.com
Email: yourfeedback@anz.com
Write to:
ANZ Customer Response Centre
Locked Bag 4050
South Melbourne, VIC 3205
Write to:
Level 7 / 833 Collins St
Melbourne VIC 3000
Call: +61 3 8654 1000
Email: customeradvocate@anz.com
Financial Ombudsman Service
If you remain concerned with the outcome of
your complaint, you can contact the Financial
Ombudsman Service. Please note that before
the Financial Ombudsman Service can
investigate your complaint, they do require
you to have first provided us with the
opportunity to address the complaint.
Internet: fos.org.au
Call: 1300 780 808
Write to:
GPO Box 3
Melbourne VIC 3001
For further information on how
complaints can be made about specific
products or services, please refer to our
‘Your Feedback’ brochure.
Most often we will be able to resolve your
complaint on the spot. If it cannot be resolved
promptly, the specialists in our Customer
Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. ANZ’s colour blue is a trade mark of ANZ. 54220 12.2010 W214955