Hundreds of customers took part in Commonwealth Bank’s first ever virtual customer forum, hosted by former broadcast journalist, Helen Dalley.
In opening the forum, Ms Dalley said while the current health pandemic meant an in-person event wasn’t possible, CEO Matt Comyn, together with the bank’s leadership team, were determined to still provide customers with the opportunity to ask questions and give feedback.
More than 2,000 customers registered to watch the forum, and over 1,300 customer questions, comments and complaints were submitted.
While it wasn’t possible to address every question submitted, most of the customer commentary fell into a few major themes.
In his opening comments, Mr Comyn acknowledged what a difficult year it has been for our customers and Australia more broadly.
“From the bushfires earlier this year and then the pandemic, we have certainty worked hard to put as much support as possible in place. We want to be a leader in Australia’s economic recovery and transition over the next few years,” Mr Comyn said.
Throughout 2020, Commonwealth Bank has sought to provide customers with a range of support measures, including: more than $700 million in new loans under the Government’s Coronavirus SME Guarantee Scheme; hardship relief for small businesses; waiving of merchant terminal fees for small business customers; the introduction of Home Loan Compassionate Care; and a range of services to support those impacted by domestic and financial abuse.