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Banking Code of Practice
We are a signatory to the Australian Banking Association's Banking Code of Practice, which sets out high standard of customer service for Australia's banks.
By adopting the Code, we are committed to ethical conduct, transparency, and responsible practices that enhance customer protection.
To support our diverse community, translated versions of the Banking Code of Practice brochure are available on the Australian Banking Association’s website.
About the Banking Code of Practice
The Code sets enforceable standards that operate to protect individual and small business customers, as well as their guarantors. It complements existing laws and, in certain areas, establishes higher standards. The Code is independently reviewed every five years. The Banking Code Compliance Committee (BCCC) monitors banks' compliance with the Code and drives best practice. For further information see the BCCC's website.
How we apply the Code
Protecting your accounts & cards
Visit our Security hub for tips on how you can protect your accounts, devices and cards.
Lending to individuals and small businesses
Under the Code, we have specific commitments when lending to individuals and small businesses. These include (but are not limited to) commitments during your application for a loan, and commitments that govern the way in which we may take enforcement action against a small business if a default occurs.
Bereavement Services
If you’ve recently lost a family member or friend, we can support you through the process of settling their accounts.
Privacy & confidentiality
Visit ANZ's Privacy Centre to learn how we manage and protect your personal information.
Support for difficult times
If you’re experiencing challenging or difficult circumstances, we can facilitate access to services that are available to support you.
Financial hardship assistance
Get support if you're finding it difficult to meet your repayment obligations.
First Nations Customer Support Line
If you’re experiencing challenging or difficult circumstances, we can facilitate access to services that are available to support you.
LGBTIQ+ Inclusion
ANZ’s goal is to be the bank of choice for LGBTIQ+ employees and customers and proud to be recognised as a leading employer for LGBTIQ+ workplace inclusion.
Compliments, suggestions & complaints
Contact us if you have feedback on how our products and services could better meet your expectations.
ANZ's 2024 Environment, Social and Governance (ESG) Supplement
This report provides stakeholders with information on ANZ's focus on bringing our purpose to life through elevating areas facing significant societal challenges aligned with our strategy and reach. It includes performance against our ESG targets and our management of material ESG issues. Released 8 November 2024.