Commonwealth Bank launches Indigenous Customer Assistance Line pilot program

Sydney, 10 June 2009: The Commonwealth Bank today announced it had launched its Indigenous Customer Assistance Line pilot program for the Bank’s remote Indigenous customers.

Commonwealth Bank Group Executive, Barbara Chapman, said the Bank was committed to providing the best possible customer service in all communities in which it operated.

“The Indigenous Customer Assistance Line, the first of its type for banking in Australia, has been developed to provide a relevant banking service for Indigenous customers to assist them with their money management needs,” she said.

“This dedicated assistance line will help our Indigenous customers with advice on minimising fees, paying bills and making the most of options such as Phone Banking and NetBank.”

Ms Chapman said the pilot Indigenous Customer Assistance Line would be run by a dedicated team that could respond to specific needs of the Commonwealth Bank’s remote customers.

“We recognise one service does not fit all. We are working with our Indigenous customers, government organisations and our Indigenous partners to ensure the services we offer are relevant, sustainable, user-friendly and help overcome unique cultural and language barriers.”

Ms Chapman said following the pilot program, CBA would assess the service and associated demand and work with its Indigenous partners and communities to determine the most appropriate next steps.

She said depending on the response, the Bank’s ambition was to broaden the service from its current trial program in Wujal Wujal, Torres Strait Islands, Pormpuraaw and Yarrabah in Far North Queensland, to the Bank’s remote Indigenous customers around Australia.

The Indigenous Customer Assistance Line forms part of the Commonwealth Bank’s Reconciliation Action Plan (RAP), the Group’s formalised commitment to Indigenous Australians which was launched in July, 2008. Through its RAP, the Commonwealth Bank Group aims to develop and strengthen relationships with Indigenous stakeholders and communities; increase employment of Indigenous Australians; develop and recognise Indigenous employees; and strengthen its customer service focus for Indigenous Australians.


For more information contact:

Holly Williams

Commonwealth Bank

Ph: (02) 9378 7130