Last Friday, the Australian Bankers Association unveiled what it termed "the guiding principles which will govern how banks help to make it easier for customers to resolve complaints." The ABA's executive director of retail policy, Diane Tate, said that, as part of the industry's six point reform plan, banks are appointing dedicated customer advocates who will have the power to go to the CEO and senior executives if they think the bank is not fixing problems properly - although it will be up to each bank to decide how to put these principles into action.Teachers Mutual Bank will be free to finalise a merger with Fire Brigades Employees' Credit Union following a vote by firies' members at a Special General Meeting on Thursday. "Members voted overwhelmingly in favour of the proposal," the FBECU advised at its website, without sharing any voting date. Teachers last year merged with Perth-based credit union Unicredit (now UniBank). FBECU, which is based in New South Wales, has 7400 members and A$215 million in assets. Teachers, also NSW headquartered, has 174,000 members and $5.3 billion in assets.Michael Mack has been promoted as chief executive of WAW Credit Union Co-Operative, an ADI based in Wodonga, Victoria. Mack, the deputy CEO since 2007 replaces Peter Challis, who served as CEO for around 20 years. He managed the branch network and 'service standards' for two years before that.