A relationship-driven bank driving positive customer experiences with community at the heart of who we are and why we exist
It’s simple. We provide banking and financial services to Australians to deliver on our purpose: to feed into the prosperity of our customers and communities. We are one of Australia’s most trusted brands, and for 167 years we have delivered for our customers and the communities in which they operate.
Relationships are at our core. We have more branches per customer than any other bank and our digital bank Up has grown to almost 1.2 million customers since its inception in 2018. We drive impact through our unique Community Bank model, with over $416 million delivered back to Australian communities since its inception in 1998.
Being customer-first is about introducing new products and services and making sure that we are inclusive and fair in our approach. As a Bank, our focus is on financial wellbeing and we work to ensure that we are as accessible as possible.
Our customers have placed their trust in us, so we must continue to live up to our promise to them. Part of this promise is responding to feedback. When things don’t go as planned, we look to remedy where appropriate and incorporate learnings into future process, and always endeavour to meet our customer satisfaction standards.
Digital by design, human when it matters
Across the country, digitisation is quickly changing how many of our customers access banking services.
One of our brands, Up, has Australia’s highest rated digital banking platform (consistently ranked #1 on Google Play and Apple App stores). Find out more about Up.
We are working to meet these expectations and ensuring that our digital transformation meets evolving customer preferences. We are taking a measured approach and ensuring that we do not exclude customers who aren’t able or don’t want to bank online. We maintain our physical presence through branches, mobile bankers and our over 20-year-long partnership with Australia Post. Through Australia Post’s Bank@Post initiative, every customer has access to banking services at over 3,500 Post Offices across Australia. This multi-channel approach ensures that customers can access face-to-face banking services as needed.
An inclusive and accessible banking experience
We are dedicated to creating an inclusive and safe space for all our customers, community members and our people and we do this by listening and acting. We are committed to supporting our customers with accessibility needs and work to ensure our internet banking websites and mobile applications meet accessibility standards.
Financial inclusion is central to our operations. Our Financial Inclusion Action Plan is helping us better support our customers, our communities and our people.
Listening to our customers
Listening to our customers is critical to ensuring that we can deliver on our purpose. Our Customer Advocate listens to and represents the various voices of our customers and responds to escalated complaints and feedback.
