Responsible banking

Supporting customers in financial difficulty

We are committed to responsible banking and supporting our customers if they experience financial difficulty. Our Customer Assist team is dedicated to helping customers experiencing financial difficulty to identify the most appropriate solution.

Find out more about the financial assistance we offer to our customers in need.

Specialised products and services

We support low-income earners and vulnerable members of our community through specialised banking products and services, including:

• Streamline Basic. A transaction account with reduced fees for low-income earners who hold a Seniors, Health Care or Pensioner Concession card.
• Pensioner Security Account. An account for retirees 55 years or older, or those receiving an eligible pension.
• Society Account. An interest-bearing transaction account for eligible organisations and associations that operate for the benefit of the wider community.
• Fee exemptions. We offer fee exemptions to certain customer segments including youth, students, pensioners and customers with a disability unable to use electronic banking.

Find out more about our products.

Accessible services

We help elderly and disabled customers access banking services with facilities such as our Telephone Typewriter service (TTY) for hearing and speech-impaired customers, tactile ATM keypads, audio-enabled ATMs, Braille statements and easier frontal access ATMs for wheelchairs. For elderly customers, we conduct ‘Banking Made Easy’ sessions to educate them about electronic banking.

Our Disability Action Plan (DAP), in place since 2004, outlines a comprehensive program for improving the accessibility of our services.

Read our Disability Action Plan.