#Suncorp's Office of the Customer Advocate
Suncorp's Office of the Customer Advocate is here to be the voice for our customers and to provide an objective assessment of the fairness and integrity of our customer processes, decisions, and practices. Find out more about Suncorp's Office of the Customer Advocate and how to contact the team.
#Supporting customers through cost of living pressures
Suncorp has increased the support available for customers experiencing financial hardship or vulnerability following the past year’s cash rate rises.
Suncorp is proactively contacting customers who may be at higher risk of financial stress, including home loan customers who are coming off a fixed loan term. Our digital channels now prominently feature financial hardship support messages, directing customers to the support that is available. This may include temporarily postponing loan repayments, extending the contract period, referrals to third‑party financial counselling and other short‑term solutions.
We have proactively provided additional training to our customer‑facing teams and increased the size of our dedicated support teams in preparation for challenging conditions.
#Complaints management
Suncorp has an ongoing responsibility to our customers and our communities to understand their needs and be responsive, especially when things go wrong. In FY22, leveraging customer insights gained from our Enterprise Complaints Program, we implemented new processes to identify, validate, action and report on systemic issues identified through complaints, and drive meaningful improvements to our customers’ experience.
To help empower our people to deliver better customer outcomes, a new Fair, Action Orientated, In Line, and Responsible (FAIR) decision-making guide was introduced to customer-facing teams in Australia.
