Frequently asked questions
Why is the Bank focusing on financial abuse?
The community’s expectations have changed over time and it is now recognised that we all have a part to play in assisting those vulnerable members of our community.
Please refer to the Australian Banking Association website which details how the ABA is working with a number of organisations to promote good practice and clearer processes for banks so they can better support customers who may be vulnerable to financial abuse or who want to plan ahead and manage their financial affairs, especially as they get older.
How can the Bank help with financial difficulty?
The Bank has established our Mortgage Help Centre, who may consider making a temporary arrangement, quickly and efficiently, in times when your personal circumstances change.
What can the Bank offer customers impacted by financial abuse?
The Bank will work with customers to gain financial independence (where possible).
This may include:
- Arranging new accounts or other banking services.
- Working with different areas of the bank on the customers behalf.
- Referring customers to external agencies and financial counsellors.
What happens if you are not satisfied with the response you receive?
It is important for us to know when we have not met your expectations no matter the circumstance. If you are not satisfied with your response, you can refer your complaint to the Customer Feedback Team.