The role of Macquarie's Customer Advocate is to promote fair and reasonable customer complaint outcomes, to review and assist with determining escalated customer complaints, and to provide a customer-centric voice when making recommendations to improve customer experience.
The Customer Advocate is independent of Macquarie’s operating, risk and support groups including our internal dispute resolution teams.
If you are an individual or small business Australian customer and have been provided financial products or services by Macquarie and you are not satisfied with the outcome we have proposed, or you believe that Macquarie’s internal dispute resolution process has not resolved your complaint fairly, then you can ask our Customer Advocate to review your matter.
Yes. Macquarie’s internal dispute resolution teams are fully equipped to consider and seek to resolve your complaint. If, however, you are not satisfied with the resolution they propose or you don’t believe your complaint has been resolved fairly, you can request the Customer Advocate to review your dispute.
Yes. The Customer Advocate’s role is to make it easier for our customers by helping to facilitate fair complaint outcomes and minimising the likelihood of future problems. This includes reviewing complaint decisions where you are dissatisfied with the proposed resolution by Macquarie’s internal dispute resolution team or you believe that your complaint has not been managed fairly.
However, if your complaint has not first been considered by Macquarie’s internal dispute resolution team, then the Customer Advocate will refer your complaint to the relevant internal dispute resolution team to consider and seek to resolve your complaint.
No. You can choose whether to request the Customer Advocate or an external dispute resolution body to review your complaint. We would like the opportunity to assist you in resolving your dispute fairly and promptly, but you are not required to contact the Customer Advocate before lodging a dispute with an external dispute resolution body (such as the Australian Financial Complaints Authority) or taking other action. Please note that you are generally required to go through Macquarie’s internal dispute resolution process before lodging a dispute with an external dispute resolution body.
Yes. You are not bound by a recommendation or decision of the Customer Advocate, and you may request an external dispute resolution body to review your complaint after it has been considered by the Customer Advocate.
Yes, we are happy to work with both you and any representative of your choice in resolving your dispute. Your representative will need to provide us with a written authority confirming your authorisation for them to act on your behalf.
There are some situations where it would not be appropriate for the Customer Advocate to review your complaint. Should this occur, the Customer Advocate will promptly advise you and let you know the circumstances that have caused this to occur. Examples may include where:
The Australian Bankers’ Association have published guiding principles for Customer Advocates. Macquarie’s Customer Advocate’s mandate is consistent with these guiding principles.