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 the individual complaints at the request of Suncorp Insurance customers.
If you have a complaint about our products and services, our Customer Relations team can assist.
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:
We will endeavour to get back to you within two business days to confirm we have received your request.
