Listening to our customers and those who advocate for them is critical to meeting our communities’ expectations.
Each year Suncorp hosts a Consumer Group Day to bring together key external stakeholders and senior Suncorp people to collaborate on important consumer issues.
In total, 14 consumer groups including the Financial Ombudsman Services (FOS), Financial Counselling Australia, Good Shepherd Microfinance, Uniting Kildonan and Brotherhood of St Laurence attended alongside senior executives from Suncorp and our Customer Advocate.
Discussions between key stakeholders produced valuable insights into how we can improve our complaints processes, provide better credit protections, and develop a digital strategy that considers the needs of vulnerable customers.
A leading participant at the event, Sue Fraser, Uniting Kildonan’s Senior Manager of Enterprise Partnerships and Development said it was great to see Suncorp taking action and engaging with the community about how they can provide better solutions for customers.
“It’s really important to understand the issues themselves, how they are created and address the root cause so we can help customers before they experience difficulty or reach crisis.”
Suncorp Banking & Wealth CEO David Carter said, “The consumer groups have a unique perspective that provides enormous value to us as a business on how we can better serve our customers.”
“There is no better way to fulfil our purpose to create a better today than by doing the right thing, every time for our customers – particularly in those instances where we are serving vulnerable customers.”