Multi-channel branches
In addition to offering Australia’s no.1 banking app and a wide range of online services, CBA’s response to the digitisation of the economy and changing customer preferences has included the establishment of multi-channel branches.
Mr Sullivan said: “Multi-channel branches allow us to maintain a strong physical presence across regional Australia, safeguard and upskill regional employment, and help CBA meet increasing customer demand for phone and digital banking services across the country."
Since September 2021, 90 regional branches have operated as multi-channel branches. As part of our regular review of our services, CBA will explore opportunities to transform additional regional branches into multi-channel sites where it makes sense.
Multi-channel branches provide face-to-face services to local communities for the first part of the day, before closing to local customers at 1pm; at which point branch staff join their colleagues in CBA’s Australian-based contact centres, helping to assist more than 1 million customers each month.
Continued access to safe and secure, face-to-face banking services
CBA’s investment in Bank@Post leverages the significant infrastructure and trusted position of Australia Post to give CBA customers additional face-to-face banking services. Bank@Post provides access to banking services to around 3,400 communities, including 1,800 rural and remote locations across the country.
Mr Sullivan said: “Together, CBA’s branch network and Bank@Post mean that Australians who bank with CBA have access to face-to-face services if this is how they want to do their banking”.
Notes to Editor
Branch locations are defined in line with the Accessibility/Remoteness Index of Australia (ARIA+), which is recognised as a leading indicator of remoteness in Australia. ARIA+ is used by the Australian Bureau of Statistics (ABS) for its Australian Statistical Geography Standard (ASGS) Edition 3, and the Australian Prudential Regulation Authority (APRA) for its annual ADI Points of Presence report. ARIA+ is an objective measure of physical distance of populations to services.
Things you should know
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