Help & support
The Group Customer Advocate helps CommBank understand our customers’ experiences and the challenges they may face.
We listen to customers and community organisations and use what we learn, together with bank data, to identify issues affecting customers.
We share what we learn across CommBank to help improve products, services and support for customers.
We also provide feedback on new and existing products and services, including how they may affect customers who need additional support.
By helping CommBank better understand customer experiences, the Customer Advocate helps improve the way the bank supports customers.
Here are some examples of how customer and community feedback is helping shape improvements for customers across CommBank.
We regularly meet with community organisations and representatives, including through the CommBank Community Council, which brings together consumer advocates and community representatives to share feedback and insights on issues impacting our customers and the communities they are a part of.
We work with teams across the bank to help make CommBank’s products, services and digital experiences easier to access and use for customers with diverse needs. This includes considering different customer needs from the start of the design process.
We work with experts and people with lived experience to identify ways to better support customers affected by financial abuse. This work helps improve customer safety and strengthen support as part of CommBank Next Chapter – the bank’s commitment to help end financial abuse.
The role of the Customer Advocate does not include reviewing individual complaints at the request of customers.
The Customer Advocate, Angela MacMillan, and her team can be contacted by:
Email: CustomerAdvocate@cba.com.au
Mail: Customer Advocate
Commonwealth Bank of Australia
Reply Paid 88915
SYDNEY NSW 2001
What is financial abuse?
Financial abuse happens when money is used as a means to gain power and control over another person. Financial abuse can trap people in an abusive relationship, and may also impact on their ability to stay safe if they decide to leave.
For an overview of financial abuse, and how to recognise the signs, download the guide or summary below:
CommonBank’s Safe and Savvy guide is designed to help safeguard Australian seniors and their families from elder abuse, fraud and online scams. It was developed in collaboration and consultation with seniors’ rights advocates, subject matter experts and elder abuse support service organisations.
A serious illness, health condition or injury can last for a short time or be long-term, and has the potential to be life-limiting and/or negatively impact a person’s quality of life.
While everyone’s experience is different, we know that having a serious illness, injury or health condition can impact anyone’s finances. That’s why we’ve created a guide to help support people during this difficult time.
We’ve worked with accessible information specialists to translate several of our fact sheets and key information into Easy English.
We know that our customers have a diverse range of communication needs and by providing Easy English documents, we are providing a different way to communicate important information.
Learn more about Elder financial abuse in First Nations communities with Dr. Aunty Lorian Hayes, a proud Bidjerra woman.
Learn more about Elder financial abuse in First Nations communities with Dr. Aunty Lorian Hayes, a proud Bidjerra woman.
