Commonwealth Bank response to Today Tonight Story

8 November 2012

We believe that the customer’s own bank refused to count the coins.

Commonwealth Bank invests significantly in our 1000-plus branches nationally to provide products and services for Commonwealth Bank customers.

If a customer from another financial institution uses the products or services we provide for our customers, we advise that there may be a fee for doing so.

In regard to our coin counting machines, we clearly outline on the machine that there is a service charge for non-Commonwealth Bank customers.  The person using the machine can then make a decision on whether to proceed.

This service fee of course could be avoided by the customer using the services provided by their own financial institution.

In relation to Mr Devereaux:
We are concerned when any of our customers raise a complaint about the level of service provided.  In the case of Mr Devereaux NO charge was applied to undertake his transaction.

This was simply a case of an inexperienced teller making a human error.  The teller involved mistakenly confused this transaction with a transaction where a fee is charged to non-customers of the Bank.  The Bank apologised to Mr Devereaux for the confusion.

The Bank has also since taken steps to ensure that the branch tellers are aware of the correct procedure.

The staff member was mistaken about the policy of coin counting for non-bank customers.  This policy states that a fee of 10% will be charged when counting coins for non-bank customers, for a minimum of $10 counted.  This service is offered free for all Commonwealth Bank customers.