Customer service
Our customer service approach
We have extensive initiatives and policies in place to maintain the high level of commitment to our customers.
Financial assistance
We can help with advice and support when your financial circumstances change.
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Sensible credit practices
With additional tools and support, we can help our customers manage and build wealth sensibly.
Sustainable business 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
Our employees are bound to act responsibly when they are aware of unpublished price-sensitive information.
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Code of Banking Practice
We comply with this voluntary code of conduct, which sets appropriate standards for dealing with individual and small-business customers.
Learn moreOur employees observe the Bank's Statement of Professional Practice ensuring professionalism, honesty, common sense and fairness in their dealings with customers.
Learn moreAs 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.
Learn moreWe adhere to a comprehensive range of codes as part of our everyday activities.
Learn moreAccess
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
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.
Learn moreWe value, respect and leverage the unique contributions of people with diverse backgrounds, experiences and perspectives, to provide exceptional customer service to the community.
Learn moreWe’re committed to providing access and service to all our customers, including people with disabilities that could prevent easy access to their banking.
Learn moreVision Australia has developed a guide for us to improve access and usability of NetBank for visually impaired customers.
Learn morePreventing financial crime
Our approach to preventing financial crime
Your security is our responsibility. We prioritise security in all business areas.
Online security
Simple steps you can take to secure your computer and use the Internet safely.
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We do not tolerate fraud and we are committed to promoting and maintaining a sound, ethical culture.
Learn moreWe have zero tolerance for bribery, corruption and facilitation payments and all employees, contractors and suppliers are expected to act with integrity.
Learn moreWe have adopted an AML/CTF program that sets out how the Group identifies, mitigates and manages money laundering and terrorism financing risk.
Learn moreOur Security Guarantee and other ways to use NetBank.
Learn moreOur Privacy Policy and how we protect your personal information.
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