In April 2016, banks that are members of the Australian Banking Association committed to implement a number of initiatives to restore trust. One of these was that banks would appoint a Customer Advocate

The appointment of Customer Advocates into many Australian banks is an important and unique initiative. Customer Advocates are there to facilitate the hearing of the customer’s voice inside institutions of every size. Their role is to assimilate external perspectives and ideals of fairness, transparency, and suitable outcomes, and work with banks to shift their thinking and processes to meet these aspirations. For this reason, it is important that these roles are effective so they reach their full potential, both for banks, and for their customers.

Ahead of the Customer Advocacy and Complaints Resolution Summit 2019 we share with you Deloitte's Customer Advocate Initiative Post Implementation Review. The Review explores:

• Impact of customer advocate roles 
• Different customer advocate models  
• Key factors for implementation 
• What customers think and how far this goes to restoring crucial trust