Your customer advocate

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:

• Making sure our customers receive fair outcomes when you make a complaint to the Bank
• 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
• Speaking up for our customers – especially when you’re in challenging or complex circumstances.

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

1. 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 or through the Bank’s feedback page
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 feedback 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.