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Your Customer Advocate

Our Office of the Customer Advocate is here to be the voice of our customers within Suncorp. We provide input and challenge to ensure the fairness and integrity of our customer processes, decisions and practices.

With an Office separate from the business, the Customer Advocate focuses on:

  • Advocating and making things easier for our customers, especially those in vulnerable, challenging or complex circumstances.
  • Helping to drive fairer dispute resolution outcomes across the Suncorp Group.
  • Identifying opportunities to improve our products, services, systems and processes for our customers, including through conducting thematic reviews on key customer issues.
  • Using data, insights and perspectives, including those sought from community and consumer advocates to help us drive fair customer outcomes in alignment with community expectations.

Meet your Customer Advocate

Bernadette Norrie is your Customer Advocate. Bernadette advocates for customers to ensure their voice is heard, understood and they are treated fairly. She works closely with our people, our customers and our communities to make sure we continue to care for our customers during the times they need us most.

  • Returned to Suncorp in November 2007.
  • Previous role: Head of Suncorp, GIO and Vero (Product & Portfolio), with primary accountability for the brands’ market share, customer performance and risk management.
  • A key member of Suncorp’s People, Culture and Advocacy Leadership Team.
  • Bernadette has held a range of leadership roles at Suncorp within Insurance and Banking. This broad experience, coupled with her tenure, has equipped Bernadette with a deep understanding of Suncorp’s business and obligations.
  • She is a passionate and values-led leader who encourages the team to put our customers at the centre of each and every decision.

How to contact us for help with a complaint

The role of the Customer Advocate does not involve reviewing individual complaints at the request of Suncorp customers.

If you have a complaint, our Customer Relations team for bank or insurance products and services can assist.

Find out more about Bank Customer Relations and Complaints

Find out more about Insurance Customer Relations and Complaints

How to contact your Customer Advocate

If you have feedback or questions that does not involve reviewing an individual complaint, you can contact your Customer Advocate Office by:

Email:
CustomerAdvocate@suncorp.com.au

Mail:

Group Customer Advocate - 3RO100

GPO Box 1453

Brisbane QLD 4001

We will endeavour to get back to you within two business days to confirm we have received your request.

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Products and services including banking, home loans and insurance are provided by different entities of the Suncorp Group.  Suncorp Bank (Suncorp-Metway Ltd ABN 66 010 831 722) is only liable for the banking and home loan products or services it provides and not the products and services of other companies in the Suncorp Group.

BANKING
Banking and home loan products are issued by Suncorp-Metway Ltd (“Suncorp Bank”) ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence 229882. Please read the relevant Product Information Document and Terms & Conditions before opening an account. Fees, charges, terms and conditions apply and are available on request. 

Any advice has been prepared without taking into account your particular objectives, financial situation or needs, so you should consider whether it is appropriate for you before acting on it. Please read the relevant Product Information Document, and/or Terms and Conditions before applying for any Suncorp Bank product. Target Market Determinations (“TMDs”) are also available. Copies of historical TMDs for credit card products can be obtained by calling 13 11 55.

INSURANCE
Any advice has been prepared without taking into account your particular objectives, financial situation or needs, so you should consider whether it is appropriate for you before acting on it. Please read the relevant Product Disclosure Statement before you make any decision regarding this product. The Target Market Determination is also available.

GENERAL INSURANCE
General Insurance (including Home Building, Home Contents, Landlord, Strata, Car, CTP, Motorcycle, Caravan, Motorhome, Boat Insurance, Business Insurance and Barristers Insurance) is issued by AAI Limited ABN 48 005 297 807 trading as Suncorp Insurance.

SUNCORP HEALTH INSURANCE
Suncorp Health Insurance is issued by nib health funds limited ABN 83 000 124 381 (nib) a registered private health insurer and is marketed by Platform CoVentures Pty Ltd ABN 82 626 829 623 (PC), a Suncorp Group company. PC is an authorised agent of nib and receives commission from nib. Read the policy booklet before buying this insurance.

SUNCORP LIFE INSURANCE
Suncorp Life Insurance products, other than in some circumstances the Redundancy Benefit, are issued by TAL Life Limited ABN 70 050 109 450 AFSL 237848 (TAL Life) which is part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). TAL companies are not part of the Suncorp Group. TAL Life uses the Suncorp brand under licence from the Suncorp Group. Redundancy Benefit provided on or before 31st March 2020 was issued by AAI Limited ABN 48 005 297 807 AFSL 230859 (AAI) which is part of the Suncorp Group. New Redundancy Benefit policies and renewals offered from 1st April 2020 are issued by TAL Life. The different entities of TAL and the Suncorp Group of companies are not responsible for, or liable in respect of, products and services provided by the other.

Any advice on this page in connection with the Life products is general in nature and is provided by Platform Ventures Pty Ltd ABN 35 626 745 177 AFS Representative Number 001266101 (PV). PV is part of the Suncorp Group and an authorised representative of TAL Direct Pty Limited ABN 39 084 666 017 AFSL 243260 (TAL Direct). General advice does not take into account your individual needs, objectives or financial situation. Before you decide to buy or to continue to hold a Life Product you must read the relevant Product Disclosure Statement. The Target Market Determination (TMD) for the product is also available.

TAL Life is proud to have adopted the Life Insurance Code of Practice (Code). The Code has been developed voluntarily by the Life Insurance industry to promote high standards of service to consumers, provide a benchmark of consistency within the industry, and establish a framework for professional behaviour and responsibilities.

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