we’re trying harder - anz€¦ · helping you understand our communications the use of jargon is...
TRANSCRIPT
We’re trying harder
Customer Service Charter Annual Report 2002
Chief Executive Officer’s review
Promise 01 – Simple, fast account opening
Promise 02 – 24–hour, 7–day accessibility
Promise 03 – We will respect your personal information
Promise 04 – Helping you understand our communications
Promise 05 – Swift resolution of complaints
Our new promises
KPMG Review Report
Our Customer Advocate
We are pleased to announce the release ofour Customer Service Charter Annual Reportas part of our commitment to publicly reportthe results of our performance.
Contents
Welcome to the first PerformanceReport of the ANZ Customer ServiceCharter in Australia. When weintroduced our Service Charter inOctober 2001, we said we wouldpublicly report the results and havethem independently reviewed.
The ANZ Customer Service Charter isour commitment to improve our levelof service and put customers first. It is based on feedback from ourstaff, our customers and communitygroups.
In developing the Customer ServiceCharter we focused on the serviceelements customers told us wereimportant to them to get right.
This is our first Customer ServiceCharter Annual Report covering theyear ended September 2002 and wehave focused on measuring our
performance against service levelsfor account opening, 24–hour,7–day accessibility, clear andconcise communication, valuing ourcustomers’ privacy and complaintresolution.
> During the first year we established performance measurementguidelines for each of our promisesand undertook tests to activelymeasure and monitor our progress
> During the year, we have refunded over $31,000 of fees to our customers where we performed beyond our promised time for account opening and answering standard loan applications
> We performed better than our 24–hour, 7–day accessibilitytargets with the exception in
May and November where internetbanking availability was marginallybelow the promised 99%
> Our Customer Satisfaction score with our communication hasimproved from 6.9 to 7.2 out of 10
> We have responded to allcomplaints received by our National Customer Liaison unitwithin 48 hours and resolved 70% of them within 10 working days
This report indicates we have made a good start but need to do better.
In the year ahead, we need to ensure our internal processesdeliver consistent service to ourcustomers and where necessary, commit additional resources.
Our Customer Service Charter is a living document and we willcontinually refine it to reflect thefeedback we receive from ourcustomers, our staff and thecommunity.
We know we still have a lot to do to restore our customers’ faith in usand we are serious about making adifference. It is only when we achieveconsistently high levels of customerservice that we will be able to betruly proud of our achievements.
Chief Executive Officer’sreview John McFarlane
03
01Simple, fast account opening
> Personal Banking – we will have your account available within 24 hoursof satisfying identity requirements
> Personal Loans – we will answer standard loan applications within 1 working day
> Home Loans – we will answer standard loan applications within 2 working days
> Car Loans – we will answer standard loan applications within 1 working day”
“ We will refund one month’s standard fee or its equivalentif we do not meetour accountopening standards:
04
Simple, fast account opening
With the wide range of bankingproducts and services availabletoday to choose from, the decisionto purchase a home loan, personalloan or just an account to conductday to day banking can often be difficult and time consuming.
We recognise this and believe it is important to ensure that ourcustomers always receive our bestin service and support. This meanshaving the right people, systemsand processes in place.
Our account opening standardsbuild on this foundation. By settingourselves standards and deliveringon them we aim to provide simpleand fast service that makes bankingmore efficient and less timeconsuming.
> Personal banking accountsare opened on the spot through an automatic online system. This makes it difficult to accuratelydetermine delays, in possible cases where our customers have left their documentation with usand are advised of their accountbeing available later. However, we have refunded $892 of feesin 148 cases where our customersor we judged there to be such a delay
> We answered all but one of61,165 standard personal loan applications within 1 day
> We processed 209,514 standard home loan applications during the year. We also identified 2,626 home loan applications, which were answered beyond 2 days andrefunded $26,260 of fees to our customers
We are improving our systems and processes to ensure that we are able to detect all applicationswhich are answered beyond 2 daysand to refund their fees
> We answered over 99%, i.e. 133,409 of 133,680 standard car loan applications within 1 dayand refunded $4,336 of fees to ourcustomers where we took more than the promised time
Our Commitment
Our Performance
> In total, we refunded $31,492 offees for accounts opened or loan applications answered beyond our promised times. Some of these were paid in bulk during May and July after we conducted internalreviews for previous months.
> We are working hard to improve everything we do to ensure that weconsistently meet and measure ourperformance against our promises
01
05
Simple, fast account opening
5000
0
10000
15000
20000
25000
30000
35000
40000
SepAugJulJunMayAprMarFebJanDecNovOct
Number ofApplications
Number ofRefunds
Home Loans – 2 working day responseCar Loans – 1 working day responsePersonal loans – 1 working day responseRefunds
500
400
600
700
900
800
300
200
100
0
Loan Applications
0
5000
10000
15000
20000
25000
30000
35000
Personal Banking – 24 hour responseRefunds
Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
Number ofApplications
0
10
20
30
40
50
60
Number ofRefunds
Personal Banking Accounts
01
06
24 hour, 7 day accessibility
> Our internet banking and our web site www.anz.com will be available more than 99% of the time
> Our automated phone banking service on 13 13 14 and our ATMs will be available more than 98% of the time
> Our lost and stolen cards hotline on 1800 033 844 will be available 24 hoursa day, 7 days a week
> Our Esanda phone service on 13 23 73 will be available from 8am to 7.30pm AEST weekdays and 9am to 5pm AEST on Saturdays”
“We will provide 24–hour, 7–daybanking servicesthrough a combination of phone banking, call centres, internet banking and ATMs:
02
07
24 hour, 7 day accessibility
We believe that banking is not justabout products. It is about offering a wide range of services to meetthe demands of customers’ busy lifestyles.
This means being available anytimeof the day, night or any day duringthe year to provide information,assistance, advice and access tobanking accounts, systems andprocesses.
Our promise to provide 24–hour, 7–day banking services through a combination of phone banking,call centres, internet banking andATM’s builds on this foundation.
> We performed better than our internet banking and website target of 99% availability during scheduled times except for two months when the availability wasmarginally lower at 98.9% and 98.6% due to additional time we spent on maintaining and upgrading our systems. While it isimportant for us to upgrade our systems in order to provide continually improving services to our customers, we are determined to meet our promised availability
> We consistently performed better than our phone banking and ATM Banking target of 98%. They were available on average, 99.5% and 98.7% during scheduled times, respectively
> Our cards hotline was available throughout the year except for 3 hours in September. Our Esanda phone service was available during the promised times except for 7 daysin March. In both instances, the brief non–availability was caused by software problems faced by our telecom provider, which were addressed and rectified by them
Our Performance
Our Commitment
02
08
24 hour, 7 day accessibility 02
97
98
99
100
Internet BankingWebsite www.anz.comAvailability Promise 99%
Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
Availability %
Internet Banking and Website Availability
97
98
99
100
Phone BankingATMAvailability Promise 98%
Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
Availability %
Phone Bankingand ATM Availability
09
We will respect your personal information
“ We will keep any information you have provided to us private. The ANZ privacy policy is available at www.anz.com.”
03
10
We will respect your personal information
Protecting your privacy and theconfidentiality of your personalinformation is fundamental to theway we conduct our business.
As a banking and financial servicesorganisation we have a long historyof handling personal informationconfidentially. We treat veryseriously the ongoing trustcustomers have in us to protectpersonal information.
The new Federal privacy frameworkregulating the way private sectororganisations handle personalinformation has applied since 21December 2001. ANZ is bound bythe Privacy Act and the ten NationalPrivacy Principles set out in this act.
Our promise to respect your personal information builds on thisfoundation.
We have guidelines and proceduresin place to ensure that we complywith this promise and we continueto enhance and monitor ourassessment processes. Our staffhave also been trained to complywith our privacy obligations.
One of the measures that we use to measure our performance is theprivacy related inquiries receivedfrom our customers by our NationalCustomer Liaison unit. From theseenquiries we have found 25 instances of customers concern,which needed to be addressed, and have done so. We are furtherimproving our internal monitoringsystems and processes for keepingour customers’ information privateacross all our businesses, bylearning from these instances andensuring that they do not recur.
Our Performance
Our Commitment
03
11
Helping you understand our communications
“ We will write all letters, brochures, ATM messages, and other noticesin plain language. In all ourcommunications we will help you understand what they mean for you.”
04
12
Helping you understand our communications
The use of jargon is common tomost written communicationsin banking. This can make even the simplest form of writtencommunication anything but easy to understand.
We produce letters, brochures,marketing materials andadvertisements to communicate tocustomers. It is fundamental that allcustomer communication is writtenin an easily understandable format.
Our approach to writtencommunication begins with theneeds of the customers. Ourcommitment to writing all letters,brochures and ATM messagesin plain language builds on thisfoundation.
We are working here to make sure we provide our customers with information in plain language byusing:
> Simple language
> Short clear and concise statementsthat avoid jargon
> Consistent written expression and punctuation
> Headings that guide the reader through the material
All of our communications issued during the year except where we are legally bound to provide explicit descriptions, were reviewedseparately and we complied withour promise in all cases.
Our performance on this promise is reflected in a significantimprovement in our customer satisfaction score with our communication from 6.9 to 7.2 out of 10.
Our Performance
Our Commitment
04
13
Swift resolution of complaints
“ If we make a mistake, we will put it right. We will respond to your complaint within 48 hours and let you know who is responsible for managing your case.Our Customer Liaison Unit will work with you to resolve your case quickly and within a maximum of 10 working days. When this is not possible, we will contact you within 10 working days to let you know how much longerthe matter should take to resolve.”
05
14
Swift resolution of complaints
Improving the quality of service ourcustomers receive is about listeningand responding to feedback. We recognise that at times thingscan go wrong and believe thatit is important to ensure that anyconcerns or complaints about ourservice are dealt with promptlyand resolved to our customers’satisfaction.
.
Our commitment to ensuring theswift resolution of complaints buildson this foundation where we willmake every effort to resolveconcerns quickly and put right anymistakes we make.
> We responded, within 48 hours, to all of the 38,235 complaintsreceived by our National Customer Liaison unit. Most of these were related to branch queues, fees anddisputed credit card transactions.
> We resolved 70% of these complaints within 10 working days
> We are improving our systemsto ensure that we advise our customers when we take more than 10 days to resolve their complaints and by when we will be able to do so
We have reinforced our aim ofresolving all complaints within 10working days and are developing acomprehensive complaint resolutionsystem which will help us expandour promise to cover all complaintsreceived at any point of contact withour customers, ensure completenessof reporting and further improve ourperformance.
We are also making progress to deal more effectively with complexcustomer complaints. Our CustomerAdvocate provides an independentand impartial approach to resolvingcustomer complaints where ourNational Customer Liaison Unit hasnot resolved the issue to ourcustomers’ satisfaction.
Our Performance
Our Commitment
05
15
Swift resolution of complaints 05
Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
Complaints receivedResolved within 10 days
Complaint Resolution
0
1000
2000
3000
4000
5000
16
Our new promises
We expanded the Customer Charter in April2002, extending the Charter to cover oursmall business as well as our personalcustomers and adding new promises on fees and quick, convenient banking services.
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Our new promises
“We know that access to face–to–face banking is important to you. We are committed to delivering this service. Our tellers will aim to serve you within 5minutes of your arrival. We will keep a selection of our Victorian branches open at times that are more convenient to you, during weekdays and on Saturdays. Over the next six months we will review our branch opening times nationally. We will give you adequate notice of changes to branch locations, working to minimise the effect on you.”
> The average waiting time wasunder 3 minutes at 40 brancheswhere we have a queue measurement system. The maximum wait time however was nearly 21 minutes at these branches. We know this isunacceptable to our customers. We are working to improve thisperformance by changing staffing levels noticeably at peak periods. We are also extending banking hours and offering Saturdaybanking at several of our branches
Fast, efficientphone service
> 131314 – we answered 89% of calls within 1 minute
> 132273 – we answered 94% of calls within 1 minute
Quick, convenientbranch banking
“We will aim to answer your call within 1 minute of your pressing ‘0’ to speak with a customer service representative. We will advise you of the expected time before your call is answered if it is likely to take longer than 30
seconds. If you need phone access to your branch, please ask the customer service representative who answers your call.”
18
Our new promises
“We will keep our accounts and fee structures simple and transparent. All our communicationswill be concise and clear. We will help you understand the total cost of your loan by giving you access to tools to make comparisons and well-informed decisions. We will provide you with simple choices for everyday personal banking, viz. unlimited ANZ transactions for a $5 monthly fee, or a set number of free ANZ transactions and a low feefor every additional transaction. There will be no monthly fee charged on our standard variable home loan.”
> We introduced two new lower costAccess accounts with simpler fees.With Access Advantage our customers can conduct unlimited ANZ transactions for $5 per month and with Access Select they can conduct 6 free self service ANZtransactions and every additionaltransaction at a low fee. We have also reviewed our fees and chargesand helped our customersunderstand them better bydirectly communicating only those,which are frequently applicable to their accounts, and making the rest easily available at our branches and our website
“We are committed to contributingto the communities to which we belong. We will maintain our banking presence in the rural communities we are currently servicing. We will continue to provide unlimited fee–free over the counter transactions for customers aged 60 or over, 15 fee–free transactions and no monthly fee for Centrelink payment recipients and health care cardholders, and paid leave for staff who volunteer for community service.”
Building relationshipswith the community
> We have maintained our ruralbranches and opened a new branch in Koroit
> We have continued to offer fee–free branch banking for seniors
> We have continued to offer 15 fee–free transactions and no monthly fee for Centrelink paymentrecipients and healthcare cardholders
Simple accounts,fees and charges
19
KPMG Review Report
Independent review report to the directorsof Australia and New Zealand BankingGroup Limited (“ANZ”)
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KPMG Review Report
We have reviewed theaccompanying Performance Reportof the ANZ Customer Service Charter (the Charter) for the period 01October 2001 to 30 September 2002 (set out on pages 4 to 16). The Performance Report providesinformation about the performanceof ANZ against its promises as setout in the Charter.
ANZ management are responsible for preparing a Performance Reportthat is accurate, and not false ormisleading, and for ensuring thatthere are systems, internal controls,procedures and processes in place toenable accurate measurement andmonitoring of Charter performance.
Our review has been conducted in accordance with AustralianAuditing Standards applicable to performance audits.
Our review included a review of thesystems, procedures and controlsimplemented by management whichmonitor ANZ’s level of compliancewith each of the promises set outin the Customer Service Charter. A review is limited primarily toinquiries of entity personnel,inspection of evidence andobservation of, and inquiry about,the operation of the controlprocedures for a small number of transactions or events.
Inherent limitationsBecause of the inherent limitationsin any system of internal controls it ispossible that errors or irregularitiesmay occur and not be detected.
A review is not designed to detect allweaknesses in control procedures asit is not performed continuouslythroughout the period and the testsperformed are on a sample basis.Also a review does not provide allevidence that would be required in
an audit thus the level of assuranceprovided is less than that given in an audit. We have not performed an audit and, accordingly, we do not express an audit opinion.
QualificationThe level of performance reported by management in relation toperformance of account opening for Personal Banking and Mortgagesis based on identified promisebreaches by staff and customers.However, we note that the systems,internal controls, procedures andprocesses are not able to determinethe completeness of breachreporting for these promises.
As a result of our review, which isnot an audit, except for the matterreferred to in the qualificationsection, nothing has come to ourattention to indicate that the level of performance reported in the attached Performance Reportprepared by management is notfairly stated.
KPMGChartered Accountants
MA Somerville PartnerMelbourne28 November 2002
Scope Qualified review statement
21
Our Customer Advocate
We appointed Mr. Bill Robinson,former Chief Executive Officer of theLegal Practice Board of Victoria, asour Customer Advocate this yearunder specific terms of reference, They are:
“To manage the resolution ofdisputes for all consumer and smallbusiness customers in cases wherethey have completed the Bank’sinternal complaint resolution processand have elected to elevate theircomplaint to the Customer Advocate.”
In doing so we reaffirmed ourcommitment to addressing ourcustomers’ concerns and ensuringprompt and fair problem resolution.Quarterly meetings between theCustomer Advocate, the Chairman ofthe ANZ’s Board, Mr. Charles Goode,and the Chief Executive Officer Mr.John McFarlane, further reinforce theindependence of this role.
Mr. Robinson adopts the followingprinciples while reviewing customercomplaints:
> Ensure the customer is heard
> Facilitate fair and promptresolution of customer concernsthrough listening, negotiation, ensuring appropriate ownership and restoring lines ofcommunication
> Be a motivator for change by challenging policies and procedures that may have led to the issue arising
> Provide feedback to ANZ on systemic and other issues with a view to improving customer service and reducing the need for customers to escalate their issuesand concerns
> Assist in ensuring that ANZ’sservice commitments are upheld
> Continue to promote awareness, internally and externally, of ANZ’sdispute resolution processincluding the role of Customer Advocate
In the 6 months since hisappointment, the CustomerAdvocate has completed a review of a number of matters, several ofwhich were relatively long–standingdisputes. These reviews included amatter of an unsympathetic recoveryaction by ANZ, failing to operatewithin the authority of aco–signatory business account,failure to promptly addresscomplaints and an Electronic FundsTransfer issue of whether a customeris liable for unauthorised use of a PIN. From these reviews, Mr. Robinson made the followingrecommendations:
> ANZ staff must assume “ownership” of customer complaints at the earliest possible time and take action to resolve the issue as quickly as possible
Review results
> ANZ branch personnel should be aware of the risks that can be involved in dealing with customerswhen they do not meet personallywith those customers. While this is not always necessaryor possible, it will often be prudentto be satisfied that co–signatoryaccounts are being operated with the genuine agreement ofthe directors/partners who are involved with the account/s
> Care must be exercised atour branches to ensure thatappropriate separation ismaintained between companysmall business accounts and directors’/partners’ personalaccounts
> ANZ must balance the bank’sposition and the complaint in question with its “customer first” imperative and the importance ofretaining a banking relationship with a customer where possible
Background
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Information and contact details for the CustomerAdvocate are available in brochures in all branches, and on our website anz.com. The Customer Advocate’s contact details are: Phone: (03) 9273 6523 Fax: (03) 9273 4061email: [email protected] Address: Level 13, 100 Queen Street, VIC 3000
Our Customer Advocate
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