The sale of the Bank and the provision of customer service

1 July 2003

A number of letters have been published in the print media that seek to use the sale of the Commonwealth Bank to support an argument that the proposed sale of Telstra will result in ‘similar loss of customer service’.

The Bank’s reply to these letters is that the Bank’s branch network - now pegged at 1000 nationwide and Australia’s largest - is only one form of customer service delivery, and it is usually restricted to business hours.

We point out that our focus is on providing customer access to funds 24 hours a day, seven days a week through more than 3100 ATMs and 124,000 EFTPOS facilities, 3,000 online and 1,000 manual agencies, more than 200 Australia Post sites that service our small business customers, and 700 Woolworths and Big W outlets providing Ezy Banking services. Telephone banking is growing at around 20 percent a year and we have about 2 million registered NetBank customers.