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Just like FOS paid by Bankers, ANZ had no clue on independent assessment of
Consumer Files and why Royal Commission into Banks is desperate.
2002 Conflict of interest??? Yes Indeed.
ANZ customer advocate given hot line to the top
By Sharon Kemp
March 20 2002
20 March 2002
http://www.theage.com.au/articles/2002/03/19/1016519810661.html
ANZ Bank has conceded that it gets too many complaints and is taking too long to resolve them.
The bank has employed a customer advocate, the chief executive of Legal Practice Board of Victoria, Bill Robinson, who will answer only to ANZ chief executive John McFarlane.
Never mind that the bank is paying Mr Robinson's salary. Mr McFarlane said the new advocate would be independent during negotiations for customers.
The outcomes would show in the performance pay of senior ANZ executives.
The bank may also publish the outcome of Mr Robinson's work, though this has not been decided yet.
The approach is not new, but it is believed Mr Robinson will be the banking sector's most senior advocate when he starts work on May 6.
Mr Robinson chairs the external audit committee of the State Revenue Office of Victoria and is a former member of the Australian Securities Commission.
"Given his (proposed) sphere of influence in consumer and small business (divisions), he will be separate from the business," Mr McFarlane said.
"We have 1000 complaints going to the external ombudsman now, which means there are many more complaints that don't go to the ombudsman because they are resolved internally. We really need to cut that down."
