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Customer service

Customer service approach

Our customer service approach

We have extensive initiatives and policies in place to maintain the high level of commitment to our customers.

Financial assistance

Financial assistance

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

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Sensible credit practices

Sensible credit practices

With additional tools and support, we can help our customers manage and build wealth sensibly. 

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Sustainable business practices

About our practices

About our practices

We adhere to a range of conduct codes to ensure we provide the highest level of service to our customers.

Insider trading guidelines

Insider trading guidelines

Our employees are bound to act responsibly when they are aware of unpublished price-sensitive information.

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Code of Banking Practice

Code of Banking Practice

We comply with this voluntary code of conduct, which sets appropriate standards for dealing with individual and small-business customers.

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Our employees observe the Bank's Statement of Professional Practice ensuring professionalism, honesty, common sense and fairness in their dealings with customers.

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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 13 10 60.

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We adhere to a comprehensive range of codes as part of our everyday activities.

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Access

Our access approach explained

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

We are proud to be Australia’s most accessible bank, with the largest financial services distribution network in the country.

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Banking for older Australians

Banking for older Australians

We’ve partnered with the NSW Council on the Ageing to establish an online learning centre for senior Australians to gain access to online technology.

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We value, respect and leverage the unique contributions of people with diverse backgrounds, experiences and perspectives, to provide exceptional customer service to the community.

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We’re committed to providing access and service to all our customers, including people with disabilities that could prevent easy access to their banking.

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Vision Australia has developed a guide for us to improve access and usability of NetBank for visually impaired customers.

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Preventing financial crime

Our approach to preventing financial crime

Our approach to preventing financial crime

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

Online security

Online security

Simple steps you can take to secure your computer and use the Internet safely.

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General security

General security

Tips for your security and the measures we take to protect you.

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

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We have zero tolerance for bribery, corruption and facilitation payments and all employees, contractors and suppliers are expected to act with integrity. 

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

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Our Security Guarantee and other ways to use NetBank.

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Our Privacy Policy and how we protect your personal information.

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