Corporate Responsibility
Resolving Complaints
Our Commitment to Resolving Customer Complaints
We are committed to providing our customers with a better level of service. If we make a mistake, or our service doesn't meet customer expectations, we provide a range of ways for customers to let us know and achieve resolution.
Our Procedure for Complaints
Customers can lodge a complaint at their local branch, over the phone, online, by letter or by fax. Find out how to make a complaint.
When customers complain in person or offer the phone, we make every effort to resolve the matter on the spot. If it can't be resolved in 48 hours, the specialist complaints team at our Customer Response Centre takes responsibility for the matter.
Customers receive a letter acknowledging their complaint and giving an estimated turnaround time. We aim to resolve all customer complaints within ten working days.
If a complaint is not resolved to the customer's satisfaction, they can ask to have the matter reviewed by ANZ's Customer Advocate.
If the customer is still unhappy with the steps taken by ANZ to resolve the complaint, or with the result of our investigation, they can seek assistance from an alternative Financial Services Dispute Resolution Scheme
Progress in 2008
In 2008, the number of customer complaints to our Customer Response Centre (CRC) increased to 41,490 from 36,889 last year*.
This increase was partly due to the current market volatility and an increase in the number of customers requesting financial hardship assistance.
This year we continued to focus on the complaints resolution process, investing in both the CRC team capabilities and also in problem avoidance projects (e.g. reviewing and streamlining our processes for assisting customers who are experiencing payment difficulties).
We have increased the number of staff available to resolve complaints, developed a new training and monitoring process to further improve our customer service levels, and enhanced team processes to enable swifter resolution of complaints. We have also undertaken market research and mystery shopping programs to provide ongoing feedback by which to identify any development opportunities to further improve our complaints resolution service.
While the number of total complaints has increased and the percentage of complaints resolved in 48 hours and five days have decreased, we continue to meet our targets for resolving complaints in a timely manner. We resolved 83% of complaints in 48 hours (against a target of 80%) and 91% within five days (against a target of 90%).
The future
Our 2009 Corporate Responsibility Goals include a commitment to resolving 90% of retail customer complaints within five working days and improve customer satisfaction with our complaint resolution processes. Progress against this commitment will be reported in our interim and full year Corporate Responsibility Reports.
* 2007 statistics have been restated based on the adoption of a new reporting database and a revised qualifying criterion.
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