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Westpac Customers Know What Service To Expect

For immediate use

Monday 4 October 2004

Westpac Customers Now Know Exactly What Service To Expect

Westpac has today publicly committed to five specific standards of service so that its customers know exactly what to expect from the bank.

The five Customer Service Commitments (detailed below) are detailed in a reference booklet, which has been circulated throughout Westpac’s branch network and is available to customers.

The five Commitments deliver on a series of Westpac consultations with customers – and feedback from staff – that aimed to find out what customers expected when they came into a branch, or used telephone or Online Banking.

Westpac’s General Manager of Customer Experience, Judith Hanrahan, said: “We want to show how serious Westpac is about a commitment to delivering a consistently better customer experience.”

“If our customers think we have broken a Commitment, we will act to resolve their complaint to their satisfaction as quickly as possible,” Judith Hanrahan said.

“If we can’t resolve it immediately, the customer will receive a card which sets out how we’re going to address it, how long it’s going to take and the name of the Westpac person responsible for the follow-up.”

As with other banks, Westpac has an existing formal complaints process for situations where customers believe that something that the bank has done has disadvantaged them financially.

However the Customer Service Commitments builds on that process and means that Westpac customers now also have a formal channel for addressing and resolving situations where they simply feel annoyed or inconvenienced.

Complaints can be made directly to Westpac staff, via a feedback form in the back of the reference booklet, or through the Westpac website. They can also be made through the existing formal complaints process (which includes the Banking Ombudsman).

The five commitments are:

1. We’ll make serving you our priority, particularly during busy times, and we’ll deliver when we say we will
2. We’ll be proactive in offering products and services that best match your needs
3. We’ll take responsibility for resolving your enquiries promptly and personally
4. We’ll ensure that any complaints are resolved to your satisfaction
5. We’ll tell you when fees and products change and explain why


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