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    Our Customer

 Social Responsibility

Our Customer

Social Responsibility

When our customers thrive, so do we. That’s why we aim to provide the best customer experience every day, and it’s at the heart of how we deliver service for Card Members, merchants and business partners across Australia and New Zealand.


It’s also why we continuously look for ways to support their broader wellbeing, whether through responsible lending, customer education or support when times get tough.

Responsible lending and selling


By choosing our products or services, individual and business customers are trusting us with their finances, livelihoods and wellbeing. We take that trust seriously and do what’s right even – especially – when no one’s watching.


Along with adhering to the highest standards of ethics and regulatory compliance, we put extra care into making sure our products and recommendations are right for customers and their circumstances. Through a variety of training programs, we support colleagues to understand our industry obligations and to make better recommendations for customers. We always strive to empower customers with clear, straightforward information and resources, including online tools like ‘Help Me Choose.’



Supporting customers impacted by COVID-19


The COVID-19 pandemic has had an impact on all our lives in one way or another – whether professional, financial, social or medical. We know it's impossible to plan for the unexpected, so our 12-month Financial Relief Program provides a safety net for Card Members experiencing hardship.


When one of our customer service professionals received a distressed call from a Card Member in hospital with COVID-19, he worked with the customer to develop a suitable repayment plan. The Card Member had fallen behind on his credit card repayments and had mounting medical bills due to his treatment, leaving him anxious about how he could even afford his daily essentials.


Through the Financial Relief Program, our colleague managed to reduce the customer’s payments down to just 1% of the closing balance, allowing him to prioritise his health and alleviate the stress of having to get his finances in order.

Read more about our local operations and commitments.