'No jargon, no fuss': A neuroinclusive approach to everyday banking

Banking looks different for every customer. For customers with ADHD, autism, dyslexia and other forms of neurodivergence, tailored support can make all the difference. CommBank is taking a neuroinclusive approach to everyday banking that recognises this reality and provides practical solutions.

Personalised support in branch

Frontline branch teams play an important role in creating accessible service experiences.

At a Commonwealth Bank branch in NSW, Customer Banking Specialist Gabi Baptista Da Costa has built a trusted rapport with a customer who finds busy environments overwhelming.

“I usually take him into a quiet office and keep things simple. No jargon, no fuss,” Gabi says. “I make a point of giving him my focus and talking directly to him, not about him with his carer. It’s one of the ways I’ve noticed makes a big difference - that experience of feeling included and seen.”

Together with the customer’s brother, Gabi introduced the Customer Preference Card, a tool that lets customers share their accessibility needs once to receive consistent support every time. “Now he walks in looking for me,” Gabi shares. “He recently told me he’s going to be an uncle - he was so excited. Honestly, it really made my day.”

Every CommBank branch is committed to the Hidden Disabilities Sunflower program, and also has access to an Equal Access Toolkit, designed with input from community partners and people with disability. The kit includes simple but practical tools including fidget tools, weighted pens, high contrast keyboards and communication boards.

These resources help make banking more comfortable and adaptable to individual needs.

“When we empower our people with the right knowledge and tools, they can focus on building genuine connections - recognising signs of discomfort, communicating inclusively, and adapting their service style to suit each customer,” says CBA’s Customer Needs lead for the Customer Service Network, John McClelland.

Co-designing digital accessibility

Recognising that people process information in different ways, CommBank also collaborated with neurodiverse customers to co-design practical guides for different features of the bank’s digital banking services.

Each guide includes setup time estimates and helpful “great if you…” tips, making it easier for customers to choose what works best for them — whether it’s transaction notifications, daily transfer limits, or recurring payments.

Tailored support in action

Nicola Kyriakou, Customer Banking Specialist at a CommBank branch in Victoria, recognised the need for a tailored approach when a customer mentioned they were struggling to keep track of bills.

“He mentioned he sometimes forgets about upcoming bills and doesn’t get around to paying them on time,” she says. “So I showed him some of our tools like Bill Sense and automated transfers, because I know how helpful that can be to reduce the mental load of remembering when payments are due.”

“I took a gentle, ‘Hey, did you know about this?’ approach so I could find out where we could offer him more support,” she says. “ I could see he looked so much more relaxed and confident on his way out.”

Accessibility and inclusivity, every day

As we mark International Day of People with Disability, we’re reminded that accessibility isn’t a project with an end date - it’s an ongoing commitment to curiosity, respect and continuous improvement.

“True inclusion happens when lived experience shapes what we do,” says CBA’s Head of Customer Vulnerability, Caroline Wall. “It’s about evolving with people’s needs and not standing still, so our products, services and experiences are equitable and practical for all.”