CHAPTER 13: Inclusivity and Accessibility in Banking

## CHAPTER 13: Inclusivity and Accessibility in Banking

### Our Commitment to Inclusive Banking Services

We are dedicated to offering banking services that cater to everyone, including:

- Older customers

- Individuals with disabilities

- Indigenous Australians, even in remote areas

- People with limited English proficiency

We will ensure our staff are trained to handle diverse and vulnerable customers with sensitivity, respect, and compassion.

### Enhancing Accessibility

We aim to improve the accessibility of our banking services for individuals with disabilities, older clients, and those with limited English. We will take reasonable steps to facilitate their access to these services.

### Services for Indigenous Customers

If you identify as an Indigenous customer, we will:

- Ensure our banking services are accessible to you

- Inform you about relevant accounts and services

- Provide details on accounts with low or no standard fees if you qualify, and assist you with account transitions

- Help you meet identification requirements by following AUSTRAC’s guidance for Aboriginal and Torres Strait Islander heritage

### Supporting Remote Customers

We will assist customers in remote communities, including Indigenous ones, to access and manage their banking services. Our staff, who regularly aid customers in remote Indigenous communities, will receive cultural awareness training.

## CHAPTER 14: Extra Care for Vulnerable Customers

### Our Approach to Vulnerability

We pledge to provide extra care to customers experiencing vulnerability, such as:

- Age-related or cognitive impairments

- Elder abuse

- Family or domestic violence

- Financial abuse

- Mental or serious illness

- Any other significant personal or financial challenges

We may only become aware of your situation if you inform us.

### Support for Vulnerable Customers

Our staff will be trained to act with sensitivity and respect. If you disclose your circumstances, we will work with you to find a suitable way to manage your banking. We will:

- Respect your confidentiality

- Facilitate easier communication

- Provide guidance and referrals to help you control your finances

- Refer you to external support when appropriate

## CHAPTER 15: Banking Services for Low-Income Individuals

### Supporting Low-Income Earners

If you identify as a low-income earner, we will provide:

- Information on suitable accounts

- Details on accounts with low or no standard fees

This applies whether or not you are our customer, based on your disclosure.

### Information for Pension or Concession Holders

When applying for a new account, if you hold a government card like a Commonwealth Seniors Health Card, Health Care Card, or Pensioner Concession Card, we will inform you about accounts with low or no fees.

## CHAPTER 16: Basic and Low/No Fee Accounts

### Features of Basic Accounts

We may offer basic accounts or other low/no fee accounts with:

- No account keeping fees

- Free periodic statements

- No minimum deposits, except for government benefits

- Free direct debit facilities

- A choice of debit cards at no extra cost

- Free and unlimited domestic transactions (some ancillary services may incur charges)

### Raising Awareness

We will promote our affordable banking products and provide accessible information about accounts with low or no fees.

### Special Features for Eligible Customers

Eligible customers requesting a basic, low, or no fee account will be offered accounts with features like:

- No informal overdrafts (except in unavoidable situations)

- No dishonour fees

- No overdrawn fees

You are not obligated to accept these accounts and may choose others with different features. We may also offer accounts with these features to non-eligible individuals.

### Staff Training

Our staff will be trained to identify customers who may qualify for basic, low, or no fee accounts.