What we do

  • The Customer Advocate is here to be a voice for you, our customers — to make sure you’re heard, understood and treated fairly throughout the Commonwealth Bank.

    While not independent of the Bank, the Customer Advocate is independent within the Bank, with a focus on:

    • Identifying opportunities to improve the Bank’s products, services, systems and processes
    • Helping the Bank make better decisions through the use of data, insights and different perspectives

How we help

The Office of the Customer Advocate supports the Customer Advocate to focus on two main areas.

Customer advocacy

An important part of the Customer Advocate’s role is to ensure that our customers remain at the heart of everything we do.

This includes providing guidance to the Bank on complex and sensitive customer issues – particularly where our customers may be in vulnerable circumstances or where there could be unintended consequences for our customers or the community.

The Customer Advocate makes sure that customer and community expectations are foundational to the Bank’s purpose of building a brighter future for all. This is done using insights and information gathered during conversations with community groups and the Bank’s own staff.

Customer outcomes

To help the Bank identify, address and prevent unintended outcomes for its customers, the Customer Advocate regularly reviews the Bank’s products, services, processes and systems to see where things can be improved.

These insights are shared with the Bank to help avoid reoccurring problems.

What we’re focused on

The Customer Advocate is currently committed to:

  • Improving the financial wellbeing of Aboriginal and Torres Strait Islander customers and communities
  • Developing ways in which the Bank can better support customers who identify as LGBTIQA+, home loan guarantors, incarcerated customers – among others.
  • Spending time with community organisations across Australia to understand the issues that are affecting the Bank’s customers, such as floods and bushfires, and find ways to make improvements to the Bank’s response.

How to get help if you have a complaint

  • The role of CBA’s Customer Advocate does not involve reviewing individual complaints at the request of customers.
     
    1. If you do have a complaint, please contact the Bank’s complaints team. This gives the Bank the chance to investigate the situation and put things right. You can contact the team on 1800 805 605 (8am-6pm, Mon-Fri, Sydney/Melbourne time) or through the Bank’s complaints and compliments form.
    2. If you’re not happy with the outcome from the complaints team, you can contact the Australian Financial Complaints Authority (AFCA) for an external review. AFCA provides independent financial services complaint resolution that’s free for customers.
    3. The Bank will take your concerns seriously, work with you to address your complaint quickly and aim to find a resolution that's fair and reasonable. In doing so, you can expect that the Bank will uphold its complaint handling principles each and every time.

     

How to contact your Customer Advocate

Resources 

Safe & Savvy guide

The Commonwealth Bank launched the Safe and Savvy awareness program to help Australian seniors protect themselves from financial abuse. 

Safe and Savvy 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.

Download Safe & Savvy guide