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On The Record

CBA appoints new Customer Advocate

CBA appoints new Customer Advocate

Commonwealth Bank has appointed Angela MacMillan to the role of Group Customer Advocate. The Customer Advocate role is part of CBA’s Customer and Community Advocacy function and ensures that customers are heard, understood and treated fairly.

Ms MacMillan brings deep experience to the role following a 10-year tenure with the Bank including a number of years managing specialist complaint teams

Prior to her time at the Bank, Ms MacMillan spent a number of years in the Australian Public Service, including at the Office of the Australian Information Commissioner. She has also spent time in remote Northern Territory as the CEO of the Nhulunbuy Corporation. Most recently, Ms MacMillan co-chaired CBA’s LGBTQI+ employee network, Unity, in a volunteer capacity.

Ms MacMillan succeeds Dr Brendan French, now the Executive General Manager, Customer and Community Advocacy.

“As the Customer Advocate, one of my top priorities is to meet with and listen to customers and community groups about the issues that concern them. By doing so, I hope to become an effective and supportive voice for customers, especially on the decisions that we make as a bank on their behalf,” Ms MacMillan said.

Customers who have had their complaint investigated by CBA’s internal dispute resolution team and remains dissatisfied with the outcome are welcome to contact the Office of the Customer Advocate for an independent, internal review of their concerns.

The outcome of the review is binding on CBA but not on the customer, who remains free to take their complaint to an external dispute resolution body (such as the Australian Financial Complaints Authority) if they choose.

Customers can contact the Customer Advocate by calling 1800 832 806, emailing customeradvocate@cba.com.au or visiting our website.