Customer service

Your Customer Advocate

The Customer Advocate is here to champion fairness for our customers.

Financial assistance

We can help with advice and support when your financial circumstances change.

Sustainable business practices

Insider Trading Guidelines

Our employees are required to act responsibly when they are aware of unpublished price-sensitive information.

Code of Conduct

This Code sets out expectations for how we act, solve problems and make decisions.

Banking Code of Practice

The Banking Code of Practice sets out the standards of practice and service in the Australian banking industry for individual and small business customers and their guarantors.

Financial Claims Scheme

As a CommBank account holder you may be protected by the Australian Governments guarantee of deposits. The guarantee is per account holder and has a cap of AUD$250,000 per account holder. For further information please refer to the APRA website at or call the APRA hotline on 1300 55 88 49.

Model Litigant principles

Our Model Litigant principles set out our commitment to managing disputes and litigation with our retail and small business customers in a fair, timely and transparent way.

Complaint handling principles

Our complaint handling principles apply to the Commonwealth Bank, its employees and its representatives when responding to customer complaints in Australia.

Our access approach explained

We provide a range of products and services to meet the financial needs of people from all walks of life.

Accessibility and Inclusion Strategy

Our Accessibility and Inclusion Strategy 2024–2026 (PDF) sets out our goal to design inclusive products, services, experiences and workplaces that provide equitable access and dignity for all our customers, people and communities. We call this ‘dignity by design’.

You can also read the Accessibility and Inclusion Strategy 2024–2026 in Easy English (PDF). This version provides easy to understand and concise information for people with low English literacy.

Safe & Savvy

The Commonwealth Bank launched the Safe & Savvy awareness program to help older Australians protect themselves from financial abuse. 

Preventing financial crime

Your security is our responsibility. We prioritise security in all business areas. 


Measures we take to protect you, as well as simple steps you can take to secure your computer and use the Internet safely.


We do not tolerate fraud and we are committed to promoting and maintaining a sound, ethical culture. 

We have zero risk appetite towards bribery, corruption and facilitation payments and all employees and third parties acting for or on behalf of the Group are expected to act with integrity.

We have adopted an AML/CTF program that sets out how the Group identifies, mitigates and manages money laundering and terrorism financing risk. 


Our Privacy Policy and how we protect your personal information.