ANZ Customer Charter
ANZ’S COMMITMENT TO YOUFEBRUARY 2013

Welcome to ANZ Vanuatu

ANZ Vanuatu is committed to providing you withbanking that is simple to understand and delivered
in a responsible manner by our people, in accordancewith the highest standards of integrity.
This Customer Charter sets out the specific service standards you should expect us to meet.
It reflects both the products and services that ANZ Vanuatu currently offers and the highstandards towards which we aspire.
Accessible and secure

Straightforward

We will:

We will:

Give you Easy and Convenient ways toaccess your money;		 Through ATMs at convenient
locations, internet banking andEFTPOS terminals		 Aim to Serve you within 20 minutes inour branches		 Our Call Centre aims to answer yourcall after 3 rings

Provide easy and simple to understandproducts;		 Provide clear product choices andtransparent fees		 Provide products that suit yourcustomer needs		 Communicate in simple-tounderstand language

Protect your money & information fromfraud
Provide a wide range of competitivebanking solutions
Help you find the right product to meetyour needs
Invest in updating banking products andservices

ResponsivenessWe will:
Provide you with quick, friendly andconsistent services		

Most of our non lending products
have a 24 hour turn around once you
have satisfied ANZ requirements

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Answer Standard loan 			applications quickly• Personal loan and car loan
applications within 3 business days
• Home loan applications within 3
business days

Solve problems in a timely manner		 Aim to acknowledge complaints
within 4 hours		 Resolve complaint within 2 businessdays and more complex ones within 5business days		 Let you know who is responsible forresolving your complaint if we expectthis to take longer than 2 business days		 Offer to have your complaint reviewed
by our Customer Advocate, if we can’t
resolve it to your satisfaction
Continue to welcome feedback
ANZ Vanuatu is committed to ensuring
our products and services meet yourexpectations and we value any feedback
you have regarding how we are performing.
Making a suggestion
Your feedback helps us create a better bankfor our customers, staff, shareholders andthe community. If you have a suggestion
about how we can improve our services,
please let us know.
Paying a compliment
Should you have received exceptional
service from one of our staff or foundsomething you particularly liked, please tell
us about it.

Making a complaint
If we make a mistake, or our service doesn’tmeet your expectations, we want to know.
Here’s how to get in touch with us:
Talk to our staff at your local ANZ BranchCall our Call Centre on+678 26355(7:30am-6:00pm GMT+11hrs weekdays)
Vanuatu@anz.com
Most often we will be able to resolve yourcomplaint on the spot. If it cannot be
resolved promptly, contact our Customer
Advocate who will work closely with you toresolve your complaint.
ANZ Customer Advocate
If you are not satisfied with the resolution
offered by our Staff or Call Centre, you canhave your complaint reviewed by ANZ’s
Customer Advocate who provides a free,independent review of your complaint.
Write to:Customer Advocate
ANZ Bank (Vanuatu) Ltd
PMB 9003, Lini Highway
Port Vila, Vanuatu
Vanuatu@anz.com

© ANZ Bank (Vanuatu) Limited 2013 ABN 11 005 357 522.

anz.com/vanuatu