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RETAIL BANKING | Staff Reporter, Australia

Westpac creates executive role to handle complaints amidst ongoing probe

It promoted corporate affairs manager Carolyn McCann to the role.

Reuters reports that Australian lender Westpac has created an executive role to handle customer complaints amidst an ongoing inquiry unravelling industry malpractice at the country’s banking sector.

Also read: Ausralian probe could cost 8% of the country's finance jobs

The bank promoted corporate affairs manager, Carolyn McCann, to a new role of “group executive, customer and corporate relations.”

“It’s clear that in a number of instances we have been too slow in resolving genuine customer issues,” Westpac Group CEO Brian Hartzer said in a statement. “This is not good enough. Customers have a right to expect fair, timely, and effective resolution if they believe they have a concern or complaint.”

Australian lenders have been under intense scrutiny after a Royal Commission revealed an decade of rampant corporate malpractice from the country’s major banking players, putting the reputation of the financial sector in question and pushing public sentiment at an all time low.

Here’s more from Reuters:

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