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Customer Advocate

Our Customer Advocate champions the voice of customers and strives for fairer outcomes.

Your Customer Advocate

The Customer Advocate’s role is to be a voice for customers within the Group. The Customer Advocate will aim to make things easier for our customers by helping to facilitate fair outcomes and minimising the likelihood of future problems.

What we do

The Customer Advocate operates impartially within the Bank and reports directly to the Managing Director’s Office. The Customer Advocate will be alert to customers who are experiencing challenging personal or financial circumstances, particularly those that may be vulnerable.


Advise and guide our complaints team to drive fairer dispute resolution outcomes, with a particular focus on sensitive and complex cases.


Review feedback to identify potential systemic issues, as well as opportunities to enhance products, services, systems and processes within the Bank.


Help the Bank to make customer-centric decisions through the use of insights and perspectives.

How to get help

To provide your feedback, please visit the ‘Resolve a complaint’ page of our website which outlines the complaints process.


Bendigo and Adelaide Bank acknowledges Aboriginal and Torres Strait Islander peoples as the First Peoples of this nation and the Traditional Custodians of the land where we live, learn and work. We pay our respects to Elders past and present as it is their knowledge and experience that holds the key to the success of future generations.

Bendigo and Adelaide Bank Limited, ABN 11 068 049 178 AFSL / Australian Credit Licence 237879. Any advice provided on this website is of a general nature only and does not take into account your personal needs, objectives and financial circumstances. You should consider whether it is appropriate for your situation. Information on this page can change without notice to you.
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