ANZ customer charter – more wires and mirrors?

Tuesday, October 09, 2001
For immediate release

‘ANZ customer charter – more wires and mirrors?’ asks bank union

“Is the ANZ’s recently announced customer charter a continuation of their policy to try to dupe their customers with wires and mirrors?” asked Geraldine Molloy of Finsec the union for bank workers.

“The charter was revealed after a damning Consumer Magazine survey of ANZ’s service to customers.

“Finsec members have tried to tell the bank that customers must come first. The bank continues to reduce the number of ‘service providers’ and ‘performance manage’ remaining staff on the basis of unachievable sales targets.

“Now our members at the ANZ are wondering how this customer charter – sprung on them without consultation – could possibly work while the bank is still whittling away at staffing levels.

“When Consumer Magazine concludes that banks like the ANZ have been more concerned with marketing their image than improving their service to customers it puts its finger right on the problem,” said Ms Molloy.

“Finsec members have been concerned for some time that the ANZ is in denial about the problems it has created with its short-sighted cost cutting measures.

“There are serious answers to those problems – more staff, more staff training, and a more human approach to employee relations,” Ms Molloy concluded.

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