Westpac has announced the appointment of Adrian Ahern as the Westpac Group Customer Advocate, a new position, which will provide an avenue of independent review for Westpac Group retail and small business customers outside of standard internal review processes.
Westpac Group CEO, Brian Hartzer, said the Customer Advocate, part of our commitment under the ABA’s Six Point Plan, supported Westpac Group’s commitment to becoming one of the world’s great service companies.
“The appointment of Mr Ahern enhances Westpac Group’s dispute resolution framework, and provides an additional level of confidence for customers in ensuring the process is fair and transparent.
“The Customer Advocate will have the power to review and make independent, binding decisions about individual retail or small business customer complaints where customers are not satisfied with the internal dispute resolution process.
“An important part of Mr Ahern’s role will be to recommend, where necessary, changes to policies and procedures across the Westpac Group to ensure the best outcomes for customers,” Mr Hartzer said.
“Mr Ahern is an extremely well regarded professional with a diverse range of experience across corporate and non-profit organisations.
“Mr Ahern’s long-term involvement in community activities, as well as his experience as Global Chairman of an international law firm, reflects both his integrity and empathic leadership style and underscores the respect he has earned both professionally and personally,” Mr Hartzer said.
Mr Ahern has over 30 years’ experience in corporate law and governance and is currently a partner at Norton Rose Fulbright. During 2013-14 Mr Ahern was Global Chairman of Norton Rose Fulbright. He began his legal career at Ashurst. Mr Ahern has served on the boards of a number of non-government organisations, and continues to contribute to various community organisations.
Mr Ahern will report to Westpac Group Deputy CEO, Phil Coffey. He will be supported by the Office of the Customer Advocate, a dedicated team of specialists with experience from across Westpac Group.
