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 firstname.lastname@example.org or visiting our website.