Our commitment

Commonwealth Bank exists to serve a diverse community. With one in five Australians identifying as having a disability, we’re committed to providing the best possible experience for all customers, and to keeping accessibility front of mind for all our current and future services, products and support.

Accessibility and Inclusion Plan

We’re focused on improving access to banking for everyone.  

Our Accessibility and Inclusion Plan outlines the approach we’re taking to improve access and inclusion for our customers, our people, our technology and our community. In 2020 we will release a new Accessibility and Inclusion Plan outlining our strategy for the next four years.

View our 2017 -2020 Accessibility and Inclusion Plan (PDF)

To receive a copy of the Plan as a Microsoft Word file, please contact customeradvocate@cba.com.au

ENABLE employee network

Our ENABLE employee network aims to increase awareness, inclusion and employment opportunities for people with disabilities and engage others to act as champions of change. In particular, ENABLE is focused on:

  • Inclusion opportunities: Increasing awareness and fostering an inclusive workplace where employees with disability are treated equally and feel safe to be themselves.
  • Employment opportunities: Looking at ways to increase employment and development opportunities for people with disability.
  • Engagement: Creating opportunities to engage employees with disability and allies of people with disability as advocates and champions of change.

Among ENABLE’s achievements has been to raise the $35,000 needed to raise and train a single guide dog.

Making information accessible to more customers 

We’ve worked with accessible information specialists to translate a number of our fact sheets and key information into Easy English.

We know that our customers have a diverse range of communication needs and by providing Easy English documents, we’re providing a different way to communicate important information. Easy English is a style of writing that’s been developed to provide understandable and concise information for anyone who has difficulty reading English. This includes people with low-literacy levels, a learning disability or those whose main language is not English.

The goal is to make sure that as many people as possible can understand the support and services we provide.

Learn more and access our Easy English documents

Accessibility Principles for Banking Service

In 2018, CommBank welcomed the release of the "Accessibility Principles for Banking Services" by the Australian Banking Association. The principles were developed in consultation with disability advocates and the banking industry, and are designed to improve accessibility of banking products and services for customers and communities, including:

  • General accessibility
  • Digital channels (websites and mobile banking)
  • Device design and use
  • Telephone services
  • Voice-activated services or AI
  • Specific areas related to customer authentication

Read the Accessibility Principles for Banking Services (PDF)

Read the Accessibility Principles for Banking Services (DOC)

Our technology

We’re committed to improving access to technology for our customers and our employees with disability. New products and services are being designed and produced using global accessibility standards and best practice design.

Here are some examples of how we’re improving access:

  • Ensuring content across commbank.com.au, the CommBank app and NetBank is as accessible as possible and meet Web Content Accessibility Guidelines (WCAG 2)
  • Ensuring all CommBank ATMs are audio enabled and that accessible ATMs can be found easily on our website
  • Adding accessible features to our ATMs such as being able to make a transaction using the keypad rather than touchscreen, as well as ATM user guides for people who are blind or have low vision
  • Improving access to Auslan interpreters for video-conferencing and other services required by customers who are Deaf

Our customers and community

Here are some of the steps we're taking to improve access for our customers with disability, their carers and supporters:

  • Developing an opt-in disability profile passport so we can record any adjustment needs, communication preferences or other instructions provided by the customer to improve accessibility.
  • Simplifying access to our products and services for customers participating in the National Disability Insurance Scheme (NDIS)
  • Continuing to work with accessibility experts and customers to improve access to our new branch designs and proactively seeking feedback and listening to the needs of our customers

We’ll continue to work with community-based disability organisations to ensure we have access to the expertise and advice that will help us improve access and inclusion for people with disability. Our past achievements include:

  • Holding accessibility expos in Sydney and Melbourne
  • Twice being a finalist in the Australian Human Resources Institute (AHRI) Diversity Awards
  • Partnering with Cerebral Palsy Alliance to deliver the Emerge Young Leaders Program. CommBank staff acted as mentors to engage young leaders with a disability during the program