What is the role of the Customer Advocate in Westpac's complaint management process?
The Customer Advocate will only be involved if a complaint cannot be resolved by our National Customer Relations team. The National Customer Relations team is responsible for reviewing complaints that have been referred from within Westpac. The role of the Customer Advocate is to review the complaint as fairly and as independently as possible.
How can the Customer Advocate maintain an independent approach when Westpac pays the Advocate's salary?
Westpac's Customer Advocate is specifically required by Westpac to maintain as much independence as possible. She is employed to give the independent view. To support her independence in relation to decisions about complaints, the Customer Advocate has the authority to make the final decision on complaint resolution including any form of compensation or payment to a customer and Westpac has agreed to accept the outcome of the Customer Advocate's review of a complaint.
Who is the Customer Advocate?
Our Customer Advocate is Anita Wynne BA (HONS), LLB, Dip Ed. Her previous experience includes investigation of complaints in the Banking & Financial Services Ombudsman's office.
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