We focus on providing our customers with simple, convenient and responsible products and services and ensuring that our lending and investment decisions are guided by sound economic, social and environmental standards.
- Our Customer Charter describes our service standards for our retail customers.
- We aim to provide products and services tailored to the needs of our customers.
- We continue to improve access to branches and ATMs for our customers.
- We were the first bank in Australia to adopt voluntary responsible lending promises to protect our most vulnerable customers from inappropriate offers of credit. Our Customer Connect program provides flexible options for customers in financial difficulty.
- Our business lending decisions are guided by a strong framework incorporating sound economic, social and environmental standards.
- We have an established process for the prompt and effective resolution of customer complaints
- Our Customer Advocate offers an impartial approach to the resolution of complex retail and small business customer complaints
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