Your Customer Advocate

Delivering on our service promise

We’re committed to providing great service, and our people are dedicated to ensuring we help our customers through life to achieve their financial goals.

If we have not lived up to this promise, and you have a concern or complaint about us, we want to make sure you’re listened to and that your issue is dealt with in a fair and balanced way.

The complaints review process

If you have a complaint or concern, please first visit the ‘Feedback and complaints’ section of our website which provides information on our complaints review processes.  Your first point of contact should be one of our team in branch or on the phone, or your relationship manager.

Your Customer Advocate

The Westpac Group has a Customer Advocate whose primary role is to advise and guide our complaint team on the best ways to resolve complaints. Their expertise is invaluable as they actively listen to our customers and recommend changes to bank policies, procedures, and processes based on the feedback they receive.

Our Customer Advocate is independent of Westpac Group’s business units. While the Customer Advocate does not review individual complaints, they work closely with their Westpac colleagues to provide support for complex and sensitive complaints. This collaboration ensures we address customer concerns effectively and fairly, leading to better outcomes for our customers.

Evelyn Halls OAM

Evelyn was appointed as the Customer Advocate for the Westpac Group in August 2025.

Evelyn has over 25 years’ experience as a lawyer and dispute resolution specialist. Prior to joining the Westpac Group, Evelyn held a similar role at another large Australian bank and was previously Lead Ombudsman - Banking and Finance at the Australian Financial Complaints Authority. Before that Evelyn practised as a lawyer, including as a partner at one of Australia’s leading law firms.