Advocate Charter Overview
We work closely with advocates, such as financial counsellors, legal services, community groups, government agencies and others. They act in the interests of customers who need help with their debts.
What we expect from advocates
Be fair
- Act in the interest of your customer.
- Consider all information when making decisions.
- Be professional, and treat customers with dignity and respect.
- Comply with legislative requirements.
Be ethical
- Use our advocacy hotline for official purposes only.
- Only contact us about customers you’re authorised to represent.
- Don’t use the advocacy hotline for your own, or relative’s, matters.
- For personal matters, contact us through the channels available to the public.
Identify and manage conflicts of interest
- Conflicts arise when private interests and professional duties intersect.
- You must manage conflicts of interest, whether they exist, could exist in the future, or could be perceived by others to exist.
- Where possible, avoid conflicts – ask one of your peers to take over.
- If a conflict can’t be avoided, you must manage it.
- Tell your manager and us as soon as you identify a conflict.
- Conflicts of interest aren’t necessarily wrong, but they must be managed.
Privacy
- Get consent from your customer before contacting us on their behalf.
- Store information securely, so it can’t be accessed by unauthorised people.
- Don’t share your customer’s information unless authorised by them or by law.
- Information we give you can only be used to help customers manage their debts.
- Understand and comply with your legal obligations.
More information
Read the full Advocate Charter, or call the advocacy hotline.
