We're committed to doing the right thing and putting our customers first. As part of this commitment, we introduced the role of the Customer Advocate in 2016. The role of the Customer Advocate focuses on advocacy and insights to deliver fair outcomes for our customers that align with community expectations.
Advocacy is about giving our customers a voice across the bank.
The Customer Advocate role is to ensure that the customer’s interests are at the centre of the choices we make - particularly when it relates to whether we 'should' or 'shouldn't' do something.
The Customer Advocate works collaboratively with NAB colleagues to provide support with complex and sensitive matters, in circumstances when customers may be vulnerable, where a fair outcome may be difficult to identify or where there could be unintended customer consequences.
The main focus is to support complex and sensitive matters, in circumstances when a customer might be vulnerable, or where a fair outcome may be difficult to identify.
Having this support means we’re able to resolve complex complaints or issues fairly and promptly. The Customer Advocate does not involve reviewing individual customer matters at the request of individual customers.
Advocacy also means helping us to apply fairness principles and community expectations to our decisions and actions. To us achieve this, the Customer Advocate works with our colleagues to embed a culture of fairness across the bank, influencing our strategy and operations to be more customer-centric.
The Customer Advocate regularly conduct reviews across various sources.
The insights from these reviews may include identifying where there may have been unintended outcomes for groups of customers due to our actions. When this occurs the Customer Advocate will investigate and work to identify what needs to be done to put things right and how to avoid these types of issues happening again.
If you want to provide feedback, make a complaint or find out more about the process, please contact us.