Statement from Matt Comyn, Group Executive Retail Banking Services, Commonwealth Bank (20 November 2016):
Given the incident at our Springvale branch on Friday, our immediate concern remains on the welfare of all those involved and we continue to offer support and assistance to those affected.
The 15 employees working in the branch at the time of the incident are all safe, with the last staff member now released from hospital. We have made professional counselling assistance available to all 15 employees and we continue to remain in close contact with them.
Our Customer Liaison Officer is available to offer assistance and support to all customers or members of the community who were involved in or affected by the event. We have provided the emergency services and hospitals with these details and used our own social media platforms to make this offer widely known. We encourage anyone affected by the events at our Springvale branch to contact our Customer Liaison Officer via 132 221.
Due to the damage to our Springvale branch it will remain closed for some time as repairs are made.
Our nearby branches of Noble Park, Waverley Gardens, Keysborough and Clayton will operate with extended hours.
Statement from Matt Comyn, Group Executive Retail Banking Services, Commonwealth Bank (19 November 2016):
We remain very concerned by yesterday's events at our Springvale branch in Victoria. Our thoughts are with those injured and affected and we have been working with emergency services to provide assistance.
We appreciate all the heartfelt messages of support we have received from the community and we'd like to recognise the quick thinking of bystanders and speedy response from police, fire and ambulance services.
Fifteen of our employees were working in the branch yesterday and we are thankful to confirm they are all safe. One staff member remains in hospital but is expected to be released soon. Our managers were able to visit with the 14 other staff overnight and we will continue to support them and their families.
We are already working with authorities on their investigations. We understand it is important that they have the appropriate time and access they need to ascertain the full facts surrounding the incident.
Our Springvale branch is part of a vibrant community and our employees know many of the customers who were in the branch at that time.
We have established a dedicated Customer Liaison Officer to provide support and assistance to any customers who were in the branch on the day. We have provided emergency services and hospitals with the details of our Customer Liaison Officer so we can provide assistance to any affected customers.
If any customer requires support they can contact us on 132221 where we have staff available 24 hours a day.
Due to the damage to our Springvale branch it will remain closed for some time as repairs are made.
To support the Springvale community we will be operating extended hours in our nearby branches of Noble Park, Waverley Gardens, Keysborough and Clayton. We will also have additional employees in these branches to support our customers.
We have increased security at these branches for the comfort of our customers and staff.
We are very grateful for the outstanding support from the community, from emergency services and from hospitals. Thank you.
Commonwealth Bank Chief Executive Officer Ian Narev comments on the incident at Springvale (18 November):
“We are deeply concerned about the incident today at our branch in Springvale. Our absolute priority is the welfare of our customers and staff who were in the branch at the time. We have teams assisting our people and a customer liaison officer available for affected customers, and will keep them engaged as long as is necessary. We thank the emergency authorities for their quick response and actions."
Updated statement regarding fire at Springvale branch, Victoria (2:45pm, 18 November):
We are deeply concerned for everyone who has been affected and we continue to work with local authorities and emergency services to provide any assistance required.
CBA has sent support teams to the scene and to hospitals where the injured have been taken.
Given the damage from the fire at the branch and road closures in the area, we ask customers who require banking services to visit us at branches in Noble Park, Waverley Gardens or Clayton.
We do not have any further information as to the cause of the incident. We will provide updates when we have more to share.
Statement – Incident at Springvale Branch Vic (12:50pm, 18 November):
We can confirm that there was an incident at our Springvale branch today.
Our first priority is the safety of our staff and customers.
Our response team is on site, and we are working closely with local authorities and emergency services.