NAB Customer Advocate | Complaints and Compliments - NAB
What our Customer Advocate does
Our Customer Advocate is here to:
- promote fair outcomes for customers across NAB
- review key customer themes to identify thematic opportunities
- advocate for policy, products and services that align to community expectations.
How the Customer Advocate is creating better outcomes
We’re committed to making banking easy and safe for everyone. Here’s some of the work our Customer Advocate is proud of.
- Recommending ways we can be a more accessible and inclusive bank across our services and products.
- Supporting customers impacted by scams, including developing tools to help bankers discuss transactions with customers, and reviewing resources to help customers stay safe in the future.
- Improving our support for customers in financial difficulty.
- Raising awareness on the prevalence of financial abuse, including domestic and family violence, and elder financial abuse.
- Supporting colleague’s cultural awareness of First Nations customers to provide better banking experiences.
Getting help with your complaint
The role of the Customer Advocate doesn’t include reviewing individual complaints at the request of NAB customers. Talk to us if you have a complaint.
Tips for getting the best complaint outcome
At the Office of the Customer Advocate, we want every customer to feel heard and supported. If you need to make a complaint, here are our top tips to help you get the best possible outcome.
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Tell us what happened, when it happened, and how it affected you. Include any relevant details, such as dates, times, and the impact on you or your finances. The more specific you are, the easier it is for us to understand and resolve your concern efficiently.
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If you have receipts, statements, emails, or screenshots that explain your situation, please include them. This helps us understand and resolve your complaint faster.
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Let us know what a fair resolution looks like to you. Telling us your desired outcome helps us work towards an outcome that meets your needs.
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If your situation is urgent (for example, due to family violence, illness, or financial hardship), let us know so we can help quickly.
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Make sure your contact details are up to date. Responding to our questions quickly helps us resolve your complaint as soon as possible.
Accessibility and support
We want our complaints process to be accessible for everyone. If you need help (like an interpreter, information in another format, or extra support for a disability) please let us know.
What we ask of you when working with us
- Be polite and cooperate with the person at NAB who is helping you.
- Ask us questions and tell us what you think about what has happened or what you need.
- Tell us if there’s anything you need to make it easier for you to do your banking.
- Let us know what you would like us to do, or how you would like us to put things right.
- Be honest with us.
- Don’t threaten, abuse, harass or intimidate our employees or any other NAB customers when you’re speaking with us.
More information
Before you submit your complaint, it’s a good idea to read the full NAB Complaints Guide (PDF, 1MB). You can find more advice, examples, and information about your rights and the complaints process. Taking a few minutes to review the guide can help you prepare and ensure your concerns are addressed as effectively as possible.
Important information
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