Client and customer experience

Macquarie relies on building and maintaining enduring relationships with our co‑investors, corporate, institutional, government and retail clients across all our businesses.

Client engagement

Our specialist teams engage with our clients through a variety of channels including one‑to‑one contact, video and online, knowledge‑based conferences and events, and other insight‑based communications.

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
• 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.

To request a hard copy of the Code be sent to you, contact us on 1800 806 310. 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