Client and customer experience

Maintaining and developing our relationships with our corporate, institutional, government and retail clients, along with our co-investors is a focus across all our Operating Groups.

Customer advocate

The Macquarie Customer Advocate’s role is to:

• Listen to our customers and provide a customer-centric voice when making recommendations to improve customer experience.
• Minimise the risk of future problems by reviewing key customer themes and new product approvals to identify opportunities to enhance products, services, systems and processes.
• Work with Macquarie complaint teams to promote fair and reasonable customer outcomes.

The Macquarie Customer Advocate is separate to Macquarie’s operating, risk and support groups including its internal dispute resolution teams.

Banking Code of Practice

Macquarie Bank Limited subscribes to the Banking Code of Practice (the Code). The Code is an industry code of conduct developed by the Australian Banking Association (ABA), which sets standards of good banking conduct for banks, their staff and their representatives. The Code applies to banking products and services for consumer and small businesses customers, and their guarantors.

More information about the Code and how it is administered by the ABA and the Banking Code Compliance Committee is available at www.ausbanking.org.au and bankingcode.org.au, or you can contact us if you'd like a copy of the Code.