Our clients and customers

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

Customer advocate

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

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 Customer Advocate reports directly to the MGL CEO and provides reporting to the Board Governance and Compliance Committee (BGCC).

Banking Code of Practice

Macquarie Bank Limited subscribes to the latest version of the Australian Banking Association (ABA) Banking Code of Practice (the Code). The Code sets out standards of practice and service for banks, their staff and their representatives. The Code applies to individual 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.