CommBank in Warrnambool: helping the community stay safe, connected and informed

As a Branch Concierge, Rachel knows many customers by name. Outside the branch, she volunteers with local sporting clubs and community organisations across the region.

More recently, Rachel and the Warrnambool team have partnered with the Archie Graham Community Centre and Warrnambool City Council’s Social Support Program to help local residents recognise scams and stay safer online.

Since September 2025, the team has delivered five seminars to more than 70 residents, sharing practical information to help them recognise scam warning signs and stay safer online.

“We see firsthand the impact scams can have on people,” Rachel said.

“If we can help someone feel more confident, recognise the warning signs or know who to turn to for help, then that’s a really valuable outcome. It’s about making sure people feel supported and informed.”

The impact of those conversations is already being felt. Branch Manager Kayla Biender said customers have returned to the branch to share how the sessions helped them recognise the warning signs of a potential scam.

"We have customers come into the branch that say, 'I was almost scammed, but I remembered what you said a couple of months ago'," Kayla said.

The seminars are delivered through Warrnambool City Council’s Social Support Program, which supports residents at risk of social isolation to remain active, connected and independent in their community.

Mathew Turner, Social Support Programs Coordinator, said creating an environment where participants felt comfortable asking questions had been an important part of the sessions.

“What I’ve observed is that the CommBank team create a safe space for people to ask questions, share experiences and talk openly about scams,” Turner said.

“For some people, these discussions can be difficult or embarrassing. Having an opportunity to talk about them openly helps build confidence and awareness.”

Turner said access to practical information could also help support participants to maintain their independence.

“The more information people have, the more empowered they are to make informed decisions and remain independent. Education like this is really powerful.”

The sessions form part of CommBank's broader Financial Wellbeing program, which delivered more than 1,800 seminars nationally in FY26, including 777 in regional communities.

Supporting local residents through scam awareness is just one of the ways the Warrnambool team is involved in the community.

The branch also partners with Foodshare, collecting food donations, volunteering to pack parcels for local families and supporting supermarket food drives. Its most recent drive collected 770 kilograms of food for the community.

Branch Manager Kayla Biender said giving back to the community was something the team cared deeply about.

“They really just want to help in the community,” Kayla said. “Their passion and their care, wanting to do that without getting anything in return, is really powerful.”

For Rachel, that willingness to support others is part of what makes Warrnambool special.

“It’s a big town with a big heart,” she said.

“It’s not just about us as a bank. It’s about being part of the community and helping support the wonderful services and organisations we have here.

“People genuinely care about each other here. They look out for one another and they’re always willing to help. That’s what makes this community so special.”