CommBank invests $140 million to unify customer experience across digital, phone and branch

CommBank has set out its approach to customer support for the year ahead, committing a further $140 million to its service ecosystem in FY27. This investment sits within a broader ongoing commitment to strengthen how CommBank customers access banking services.

This further investment will fund upgrades across Australia’s largest metropolitan and regional branch network, focusing on improving access, reducing wait times and expanding access to specialist support when banking becomes more complex or time-critical.

CBA Group Executive Retail Banking Services, Angus Sullivan, said the Bank’s approach reflects a simple principle: as everyday banking becomes easier to do digitally, support needs to be reliable, accessible and connected when it matters most.

“As Australia’s leading bank that has been serving customers for over 115 years, we understand what customers need today and into the future,” Mr Sullivan said.

“This strategy is built on a deep understanding of how our customers bank today, informed by insights from leading banks around the world as they redesign their service networks. We know most everyday banking now happens online, and it needs to be fast and simple.

“But we also know there are moments that really matter, when customers want personal support, whether they’re buying a home, facing uncertainty or responding to a scam. Our focus is on making sure that human support is available when customers need it most.”

Improving how customers access support

CBA’s investment is aimed at strengthening how customers move between digital, phone and branch banking, and supports the Group’s investment in digital with better continuity across channels and clearer support when issues escalate.

Customers will be able to start a task digitally and, if needed, continue it by phone or in a branch, without having to repeat information or re-explain their situation.

“This is about making banking simple when it can be, and dependable when it needs to be,” Mr Sullivan said. “Branches remain an important part for the moments that customers need extra time, explanation or reassurance.”

CBA branches will continue to provide full-service banking, supporting everyday transactions alongside access to experienced bankers and specialist teams, including lenders, business banking specialists and relationship managers, matched to local community needs.

Recent and planned investments include a $5 million upgrade of CommBank’s flagship Hay Street branch in Perth, and $2.4 million investment in Geelong, Victoria, improving space, staffing and customer support.

From July 2026, CBA will begin the next phase of branch refurbishments, with further upgrades guided by customer needs over time.

Upgrades will focus on refreshed layouts, accessibility, technology and staffing, supporting better in-branch service and shorter wait times.

“It’s not about favouring one channel over another,” Mr Sullivan said. “It’s about making sure customers can get support in the way that suits them, and that it’s consistent wherever they choose to engage.”

Local support for business customers

The investment also reinforces CBA’s approach to supporting Australian businesses, particularly small and medium enterprises that value local banking support.

CBA Group Executive Business Banking, Mike Vacy-Lyle, said branches continue to play an important role for many business customers.

“For many businesses, working through an issue with a banker who understands the local context still matters,” Mr Vacy-Lyle said. “Our focus is on maintaining that support over the long term, while continuing to make everyday banking faster and simpler through digital tools.”