Introducing your Customer Advocate
At Pioneer, we treat our customers with respect, fairness, and integrity. We have a Customer Advocate who is a voice for you, our customer, to ensure you are heard, treated with dignity, and supported throughout your journey with us. Acting independently within the business, your Customer Advocate plays a vital role in ensuring our processes are fair, transparent, and aligned with our principles: Be Human, Choose Integrity, and Act with Purpose.
Our commitment to respect, fairness, and integrity
Your Customer Advocate has direct access to Pioneer’s Executive ensuring any feedback leads to meaningful action. For more information about our approach to fairness and compliance, visit our Compliance Policies.
What is the Customer Advocate’s role and responsibilities?
Your Customer Advocate acts independently from our customer service teams to:
- Champion fair outcomes by ensuring transparent and effective handling of concerns.
- Review feedback to identify opportunities to enhance how we engage with and support you.
- Provide insights to Pioneer’s leadership to strengthen decision-making and proactively address potential challenges so they do not impact customers.
- Engage with external stakeholders, including AFCA and Financial Counsellors.
How we support you
We recognise that managing financial challenges can be stressful. If you have concerns about your experience with Pioneer, your Customer Advocate is here to listen and ensure our actions reflect our purpose and commitment to doing the right thing. Contact the Customer Advocate via email below.
