Championing your voice
The Customer Advocate is a voice for customers within icare. Through focused customer advocacy, the Customer Advocate fosters an open, constructive and accountable culture by working closely with our business operations to help better customer design and service delivery, improve decision-making, and ensure fairer outcomes for those we serve.
To maintain independence and accountability, the Customer Advocate reports directly to the Group Executive of Risk and Governance and provides regular recommendations to the icare Board and Group Executives.
The Customer Advocate represents your perspectives by:
- helping us ensure our systems and practices are focused on your needs
- providing a perspective on customer outcomes that is independent of the business
- reviewing customer feedback to identify trends and systemic issues
- making actionable recommendations based on your feedback so we can improve our services.
Meet your Customer Advocate
Melanie Howard-McDonald is your Customer Advocate. As the voice for our customers, Melanie is central to improving the customer experience across all the services icare and our partners provide.
Melanie helps us deliver better customer outcomes by challenging and guiding our teams and ensuring the people we serve are at the centre of our decision-making.
Melanie joined icare in 2021 and was previously the AMP Customer Advocate.
“As an independent voice for customers, I work closely with senior leaders across our business to deliver fair customer outcomes.”