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Fairness must be part of the customer experience: Neave

It is increasingly important for businesses to ensure fairness is part of their customer experience amid an environment of wavering corporate trust, according to the outgoing Commonwealth Ombudsman and newly appointed ANZ Customer Fairness Advisor.

“I think it’s become more important for organisations to be not only focussed on their customers from the point of view of service but also focussed to ensure they are treated fairly as well,” Colin Neave AM told BlueNotes on video.

"I think generally speaking banks treat people fairly."
Colin Neave, Incoming ANZ Customer Fairness Advisor

“I think generally speaking bank do treat people fairly,” he said. “But now and again things seem to go off the rails. What I’d be really keen to contribute to is… [making] sure customers are treated fairly.” 

Fairness must be part of the customer experience: Neave

The newly created role, which will report directly to ANZ CEO Shayne Elliott, will see Neave work with the bank’s product and services teams across retail, small business and wealth in Australia. He has previously served as Chief Ombudsman of the Financial Ombudsman Service and the Australian Banking Industry Ombudsman.

Neave was named a Member of the Order of Australia in 2005 for his services to the banking industry.

He also spoke to BlueNotes about reassessing remediation processes at ANZ and measuring success when making a difference. Watch the video above to find out more.

Andrew Cornell is managing editor at BlueNotes

The views and opinions expressed in this communication are those of the author and may not necessarily state or reflect those of ANZ.

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