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Your Customer Advocate

Delivering on our service promise

The Westpac Group is committed to providing great service, and our people are dedicated to ensuring we help our customers through life to achieve their financial goals.

If we have not lived up to this promise, and you have a concern or complaint about us, we want to make sure you’re listened to and that your issue is dealt with in a fair and balanced way.

The complaints review process

If you have a complaint or concern as a personal or small business customer, your first point of contact  is one of our team in branch or on the phone, or your relationship manager.

If they can’t resolve your concern our Customer Experience team (PDF 71KB) is here to help, and can be reached at

Your Customer Advocate

If you are still unhappy with the outcome of this process, then please feel free to contact Adrian Ahern, your Westpac Group Customer Advocate. Adrian has been appointed to enhance our complaint resolution process.

Adrian can be emailed on:

Learn more about Adrian and his appointment

Learn about Adrian’s insights in his first year as Advocate


The role of the Customer Advocate is to provide an objective and independent review of the outcome of your complaint. The Customer Advocate’s recommendations are binding on Westpac but it’s up to you if you want to accept or reject the determination.

You can also contact the Financial Ombudsman Service (FOS), an external dispute resolution service:

GPO Box 3
Melbourne VIC 3001
Phone1800 367 287
Fax: 03 9613 6399

Adrian Ahern

Adrian was appointed the inaugural Customer Advocate for the Westpac Group in November 2016.

Adrian represents customers and is independent of Westpac Group’s business units.

As Customer Advocate he offers an avenue of independent review for personal and small business customers, which is separate to our standard internal review processes.

His role provides customers an additional level of confidence that our review processes are fair and balanced.

Adrian also recommends changes to policies and procedures to ensure the best outcomes for customers.

Before joining Westpac, Adrian had been a lawyer for over 30 years most recently as a partner at international law firm, Norton Rose Fulbright, where he held various roles including Global Chairman.

Adrian also has an extensive background working with non-profit organisations in Australia and overseas, including the Salvation Army Fundraising committee for Sydney, the Australian World Orchestra, and the Australia-Japan Friendship groups. He has also been heavily involved in the Jawun program, and is passionate about Indigenous issues and other social justice issues.