23 December 2025: We are fulfilling our commitment to make additional goodwill adjustments following ASIC’s Better and Beyond Report (Report 811).
In early February 2026, CBA will commence making further goodwill payments to the value of approximately $68 million to relevant concession customers who have incurred unusually high fees. Customers don’t need to do anything - we’ll contact eligible concession customers.
CBA’s total goodwill payments will rise to approximately $93 million, including the approximately $25 million already paid in response to ASIC’s Better Banking for Indigenous Consumers Report (Report 785).
Once payments have been made, we expect CBA’s combined goodwill payments to be higher in dollar value than the cumulative payments of any other bank in response to ASIC's Reports 785 and 811.
Supporting a diverse group of customers
Concession customers are a large and diverse group with different financial circumstances and requirements.
Some concession customers make a choice to use different banking options. Some of them choose our Streamline Basic account, which is CBA's basic account, and others opt for accounts offering extra features and benefits, which can incur additional fees. Customers are informed of their options and the terms and conditions of accounts are available to customers prior to them making a choice and opening an account. Each year, we take steps to contact identified eligible concession customers about the availability of the Streamline Basic account.
Our commitment
CBA remains committed to delivering products and services for a broad range of customer needs and providing sustainable, full-service banking for all Australians.
