Help & support
Making it easier for you to do your banking with us.
We believe that banking should be accessible to everyone. Working in collaboration with our customers, community partners and our people we've created the Equal Access Toolkit.
It's available in all our branches, and includes practical tools to support those who may need adjustments to do their banking.
Our customer-facing teams can also assist if you wear a Hidden Disabilities Sunflower as part of the Hidden Disabilities Sunflower program.
It’s just one of the ways we’re building a brighter future for all.
We believe that banking should be accessible to everyone. Working in collaboration with our customers, community partners and our people we've created the Equal Access Toolkit.
It's available in all our branches, and includes practical tools to support those who may need adjustments to do their banking.
Our customer-facing teams can also assist if you wear a Hidden Disabilities Sunflower as part of the Hidden Disabilities Sunflower program.
It’s just one of the ways we’re building a brighter future for all.
To assist you with reading documents and using technology in our branches, including PIN pads, keyboards and ATMs.
To help you identify where to sign your name on a document.
To help you read and sign documents more easily.
To help you hold and use a pen.
To make it easier for you to see the keys on a keyboard.
To make it easier to communicate your needs.
To use at our ATMs, with guided audio instructions.
To discreetly share your accessibility preferences with us whenever you visit a branch. Download a copy of the Customer preference card to prepare for your branch visit.
To help you see what’s written more easily.
To support your sensory needs while banking with us.
If you're Deaf, hard of hearing, and/or use Auslan, you can access a qualified Auslan interpreter through Convo's Video Interpreting Service (VIS) for face-to-face banking conversations.
Available at CommBank branches and for in-person home lending appointments, including with mobile lenders.
The service is provided by CommBank at no cost. You don't need a Convo account, subscription, or app to access the service. Standard mobile data charges may apply.
To use the service, a CommBank team member will invite you to scan a QR code using your own device. You'll then be connected to an Auslan interpreter who can support your conversation in real time.
You can use the National Relay Service to communicate with a hearing person using a phone, even if you can't hear or don't use your voice.
If English isn’t your first language, the Australian Government’s free Translating and Interpreting Service (TIS National) can help you to communicate with us. This service is available in over 150 languages.
We can arrange this service for you when you visit us at a branch, or you can bring your own interpreter.
Please keep in mind not all banking tasks can be completed with your own interpreter – you may need to be supported by TIS National instead.
We know that our customers have a diverse range of communication needs. That’s why we’ve worked with accessible information specialists to translate a number of our fact sheets and key information into Easy English.
Customers can request to receive their account statements and other CommBank documents (e.g. loan contracts) in Braille, audio CD, large font (size 18pt) or e-text format.
You can visit one of our branches or call us on 13 2221 from 8am to 8pm (Sydney/Melbourne time) to request or opt out of receiving account statements and other documents in Braille, audio CD, large font or e text format.
Download a copy of our Accessibility Guide for information about how we can support you with the Equal Access Toolkit when you visit us.
