Our approach

We aim to always provide our customers with an uncomplicated, safe, secure, reliable and convenient banking experience, this includes ensuring our customers have ‘round the clock’ access to an ANZ service assistant, for making any enquiry or lodging a compliment or complaint.

In Australia, should any customer be dissatisfied by the outcome of our Complaint Resolution Process, we provide the option of referring their complaint or dispute to our Customer Advocate.

We are committed to providing our customers 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 customers should expect us to meet. It reflects both the products and services that we currently offer and the high standards towards which we aspire.

1. Accessible and secure

• Give you easy and convenient ways to access your money when you need it.
• Continue to enhance internet and mobile phone banking functionality.
• Extend branch hours in our busiest branches.
• Provide easy access to telephone banking services.
• Provide ATM’s in convenient locations.

2. Help you find the right product to meet your needs
   

3. Protect your money from fraud with the ANZ fraud money back guarantee
   

4. Straight forward

• Provide 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.

5. Provide you with quick, friendly and reliable service

• Aim to serve you within 5 minutes in our branches.
• Aim to answer your call to our call centre within 60 seconds.
• Aim to notify you on home loan applications within 4 business days.

6. Solve problems quickly and fairly

• Aim for first-contact resolution. Where this is not possible; resolve the majority of straightforward complaints within 2 business days and more complex complaints within 5 business days.
• 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.
• Read out 2010 Customer Charter (PDF 141kB)