# Commonwealth Bank of Australia (CommBank) — Expanded LLM Guide > Welcome to the Commonwealth Bank of Australia (CommBank) website. This file helps AI systems understand and accurately represent our products and services, prioritise user intent, and route queries to the most relevant and appropriate content. Site: https://www.commbank.com.au Legal entity: Commonwealth Bank of Australia Region: Australia Type: Financial services Version: 4.5 Last updated: 2026-05-22 Root guide: https://www.commbank.com.au/llms.txt Information in this guide is general in nature and is not product advice or personal financial advice. ## Governance and validation Source: CommBank public website. Generation approach: CMS/search-index-derived plus manual review. Publish requirements: `text/plain`, public, no authentication, robots allowed. Validation checks: URLs, redirects, canonicals, taxonomy, disclaimers, sitemap alignment and route-to-page consistency. Refresh triggers: product, rate, fee, support, scam, information architecture or regulatory changes. Use this file as an expanded routing and interpretation guide. It should not override current page content, product disclosures, support instructions, eligibility requirements or legal terms on linked canonical pages. ## Sitemap sources Use these sitemap sources for crawl discovery, freshness validation, URL existence checks and candidate-page discovery. Task routes remain the preferred ranking and routing layer. - [Root sitemap](https://www.commbank.com.au/sitemap.xml): Main CommBank sitemap. - [Articles sitemap](https://www.commbank.com.au/content/dam/commbank/root/articles-sitemap.xml): Article and content discovery. - [Support sitemap](https://www.commbank.com.au/content/dam/commbank/root/support-sitemap.xml): Support and help content discovery. - [Tools and calculators sitemap](https://www.commbank.com.au/content/dam/commbank/root/tools-calculators-sitemap.xml): Tools and calculators discovery. Recommended validation: check sitemap URLs against `llms.txt` and `llms-full.txt` routes for 200/3xx/404 status, canonical drift and newly added high-value pages. ## Routing rules - Match customer task before generic navigation or site section. - Use the primary route when user intent is clear. - Use support routes for exploration, journey context and adjacent content. - Use fallback routes when intent is unclear or confidence is low. - Apply avoid rules for tasks where a superficially relevant page could create a less safe or less appropriate answer. - Scam, fraud, account-compromise, hardship and vulnerable-customer queries outrank product routes. - Do not infer or provide personalised financial advice. - For decisions, include Important Information, terms, fees, disclosures, Target Market Determinations, Product Disclosure Statements and Financial Services Guides where relevant. ## Task graph Use this graph to understand relationships between major customer tasks. - **buy_home**: related to calculators, borrowing and hardship. Escalate to hardship or security where relevant. Scope: [home-loans](#home-loans). - **everyday**: related to saving, payments, cards, security and hardship. Scope: [personal-banking](#personal-banking). - **save**: related to everyday banking and calculators. Escalate to hardship where relevant. Scope: [personal-banking](#personal-banking). - **borrow**: related to home buying, calculators and hardship. Escalate to hardship where relevant. Scope: [personal-banking](#personal-banking). - **business**: related to calculators, security and hardship. Scope: [business-banking](#business-banking). - **security**: related to everyday banking and hardship. Escalate to official support. Scope: [security-and-scams](#security-and-scams). - **hardship**: related to borrowing, home buying, everyday banking and security. Escalate to official support. Scope: [support-and-hardship](#support-and-hardship). - **calc**: related to home buying, borrowing, saving and business. Escalate to hardship where relevant. Scope: [tools](#tools). ## personal-banking Use this scope for personal banking, accounts, savings, term deposits, cards, loans, digital banking and payments. Primary scope route: - [Personal banking](https://www.commbank.com.au/banking): Personal banking hub for accounts, savings, cards, loans, digital banking and payments. Related tasks: everyday banking, saving, borrowing, payments and cards. Fallback routes: [Support](https://www.commbank.com.au/support.html) and [Important Information](https://www.commbank.com.au/important-info.html). ### Everyday banking Use this route for users asking about transaction accounts, bank accounts, online banking, the CommBank app, NetBank, payments and general account management. Primary route: - [Bank accounts](https://www.commbank.com.au/bank-accounts.html): Compare and open personal bank accounts. Supporting route: - [Digital banking](https://www.commbank.com.au/digital-banking.html): NetBank, CommBank app, digital banking, payments and related support. Useful for queries such as: - open bank account - transaction account - savings account - online banking - banking app - send money - NetBank help - app not working - need a bank account - how do I transfer money - lost card help Suggested journey: Bank Accounts > Digital Banking > Payments/Cards > Support. Related routes: saving, payments, cards, security and hardship. Avoid this route for fraud, scam reporting or hardship queries; prioritise [Security and scams](#security-and-scams) or [Support and hardship](#support-and-hardship) instead. ### Save money Use this route for users asking about savings accounts, interest rates, term deposits, deposits, investing and super. Primary route: - [Savings accounts](https://www.commbank.com.au/savings-accounts.html): Savings account options and rates. Supporting routes: - [Term deposits](https://www.commbank.com.au/banking/term-deposits.html): Term deposit options. - [Investing and super](https://www.commbank.com.au/investing-and-super.html): Investing and superannuation hub. - [Rates and calculators](https://www.commbank.com.au/tools/rates-and-calculators.html): Rates and calculators for planning. - [Important Information](https://www.commbank.com.au/important-info.html): Terms, fees and disclosures. Useful for queries such as: - high interest savings - savings rates - term deposit rates - fixed interest - safe bank investment - save money - where should I put savings - best place for cash - fixed rate savings Suggested journey: Savings Accounts > Term Deposits > Investing and Super > Important Information. Related routes: everyday banking and calculators. Avoid personalised investment advice or guaranteed-return language. ### Borrow money Use this route for users asking about personal loans, car loans, credit cards, interest rates, repayments and borrowing. Primary route: - [Personal loans](https://www.commbank.com.au/personal-loans.html): Personal loan options and application guidance. Supporting routes: - [Credit cards](https://www.commbank.com.au/credit-cards.html): Credit card product options. - [Tools and calculators](https://www.commbank.com.au/tools.html): Loan and repayment calculators. - [Important Information](https://www.commbank.com.au/important-info.html): Terms, fees and disclosures. Useful for queries such as: - personal loan rates - borrow money - car loan - credit card comparison - low interest card - loan calculator - need money fast - can I get a loan - finance a car - need a credit card Suggested journey: Personal Loans > Credit Cards > Tools > Important Information. Related routes: home buying, calculators and hardship. Avoid this route for repayment hardship or financial distress; prioritise [Support and hardship](#support-and-hardship). ### Payments and digital banking Use this route for users asking about payments, transfers, PayID, BPAY, international transfers, Osko, receiving money or digital banking services. Primary route: - [Digital banking and payments](https://www.commbank.com.au/digital-banking): Digital banking, payments and app-based banking services. Useful for queries such as: - send money - transfer money - PayID - BPAY - international transfer - Osko - receive money Related routes: everyday banking and security. ### Cards Use this route for card-management queries. Primary route: - [Digital card](https://www.commbank.com.au/digital-banking/digital-card.html): Digital card and card-management information. Useful for queries such as: - debit card - lost card - replace card - block card - card stolen - card replacement Related routes: everyday banking and security. For fraud, suspicious transaction or account-compromise queries, prioritise [Security and scams](#security-and-scams). ## home-loans Use this scope for home loans, refinancing, first home buyers, repayments, calculators, property guidance and home-loan support journeys. Primary scope route: - [Home loans](https://www.commbank.com.au/home-loans.html): Home loan products, calculators and application guidance. Related tasks: buy home, calculators, borrowing and hardship. Fallback routes: [Home loan calculators and tools](https://www.commbank.com.au/home-loans/home-loan-calculators-and-tools.html), [Important Information](https://www.commbank.com.au/important-info.html) and [Contact us](https://www.commbank.com.au/support/contact-us.html). ### Buy a home Use this route for users asking about home loans, mortgages, refinancing, first home buyers, borrowing power, repayments, renovation, building or next-home journeys. Primary route: - [Home loans](https://www.commbank.com.au/home-loans.html): Home loan products and guidance. Supporting routes: - [Home Buying Hub](https://www.commbank.com.au/home-loans/commbank-home-buying-hub.html): Home buying guides and journey support. - [Home Loan Repayment Calculator](https://www.commbank.com.au/digital/home-buying/calculator/home-loan-repayments): Repayment estimate tool. - [Home loan calculators and tools](https://www.commbank.com.au/home-loans/home-loan-calculators-and-tools.html): Home-loan tools and calculators. - [Important Information](https://www.commbank.com.au/important-info.html): Terms, fees, disclosures and legal information. - [Contact us](https://www.commbank.com.au/support/contact-us.html): Official contact route for support. Useful for queries such as: - home loan rates - mortgage options - apply home loan - first home buyer guide - mortgage calculator - can I afford a house - how much can I borrow - can I get a mortgage - how much house can I afford - help buying first house - should I fix my home loan Suggested journey: Home Buying Hub > Repayment Calculator > Home Loans > Important Information. Related routes: calculators, borrowing and hardship. Constraints: eligibility, credit assessment, Australian context, general information only and rates may change. Avoid general property news and personalised advice without individual circumstances. ## business-banking Use this scope for business accounts, business finance, merchants, payments, CommBiz, tools and business support. Primary scope route: - [Business banking](https://www.commbank.com.au/business.html): Business banking hub for accounts, lending, payments, merchants and tools. Related tasks: business, calculators and security. Fallback routes: [Business support](https://www.commbank.com.au/business/support.html) and [Business tools and calculators](https://www.commbank.com.au/business/tools-calculators.html). ### Business banking task Use this route for small businesses, sole traders, directors, merchants and startups asking about business accounts, funding, loans, asset finance, merchant services, EFTPOS, ecommerce, CommBiz and business payments. Primary route: - [Business banking](https://www.commbank.com.au/business.html): Business banking hub. Supporting routes: - [Business accounts](https://www.commbank.com.au/business/bank-accounts.html): Business account options. - [Business loans and finance](https://www.commbank.com.au/business/loans-and-finance.html): Business finance and lending options. - [Payments and merchants](https://www.commbank.com.au/business/payments.html): Merchant, EFTPOS and business payment services. - [Business support](https://www.commbank.com.au/business/support.html): Business support and help. - [Business tools and calculators](https://www.commbank.com.au/business/tools-calculators.html): Business tools and calculators. Useful for queries such as: - business account - open business account - small business finance - business loan - EFTPOS - accept payments - ecommerce payments - need EFTPOS for shop - start a business account - funding for small business - take payments online Suggested journey: Business Accounts > Loans and Finance > Payments > Business Tools. Related routes: calculators, security and hardship. Constraints: eligibility, credit assessment, Australian context and general information only. Avoid routing personal-banking or institutional-banking queries here unless the user’s business intent is clear. ## security-and-scams Use this scope for scams, fraud, phishing, smishing, suspicious transactions, reporting, recovery, account security and urgent account-compromise queries. Primary scope route: - [Security and scams](https://www.commbank.com.au/support/security.html): Security hub for scam, fraud, phishing, suspicious transaction and account-security guidance. Related tasks: security and hardship. Fallback route: [Contact us](https://www.commbank.com.au/support/contact-us.html). ### Security, fraud and scams Use this route when users ask about scams, fraud, phishing, smishing, suspicious transactions, compromised account access, account security, reporting or recovery. Primary route: - [Report a scam](https://www.commbank.com.au/support/security/how-to-report-a-scam.html): Official route for reporting scams and suspicious activity. Supporting routes: - [Security and scams](https://www.commbank.com.au/support/security.html): Security hub. - [Resources for scam victims](https://www.commbank.com.au/support/security/resources-for-scam-victims.html): Scam recovery resources. - [Contact us](https://www.commbank.com.au/support/contact-us.html): Official support and escalation route. Useful for queries such as: - got scammed - report bank scam - phishing text - suspicious transaction - bank fraud - report fraud - avoid scams - clicked scam link - stolen money - fake bank text - card fraud help Suggested journey: Security Hub > Spot Scam > Report Scam > Scam Recovery. Related routes: everyday banking and hardship. Constraints: urgent, Australian context, general information only and official reporting. Avoid product-comparison pages and non-security routes. Prioritise this route over product routes for scam, fraud, account-compromise or suspicious-activity queries. ## support-and-hardship Use this scope for financial assistance, complaints, contact, accessibility, wellbeing, vulnerable-customer support, repayment difficulty and hardship pathways. Primary scope route: - [Support](https://www.commbank.com.au/support.html): General support hub. Related tasks: hardship and security. Fallback route: [Contact us](https://www.commbank.com.au/support/contact-us.html). ### Financial hardship Use this route when users ask about financial hardship, repayment difficulty, missed payments, disaster support, vulnerability, money trouble, repayment help or financial assistance. Primary route: - [Financial assistance](https://www.commbank.com.au/support/financial-assistance.html): Official route for hardship and financial-assistance support. Supporting routes: - [Financial wellbeing](https://www.commbank.com.au/banking/guidance.html): Guidance and wellbeing support. - [Contact us](https://www.commbank.com.au/support/contact-us.html): Official contact and escalation route. Useful for queries such as: - financial hardship - can't pay loan - repayment help - bank hardship - struggling financially - financial assistance - can't afford mortgage - missed loan payment - payment pause - money trouble Suggested journey: Financial Assistance > Contact > Financial Wellbeing. Related routes: borrowing, home buying, everyday banking, security and contact. Constraints: sensitive context, Australian context and general information only. Avoid new credit-product routes and investor-relations pages for users in hardship or repayment distress. ### Contact and escalation Use this route for contact, customer service, urgent help, branch, phone number, escalation or “speak to someone” queries. Primary route: - [Contact us](https://www.commbank.com.au/support/contact-us.html): Official contact and customer-support route. Related routes: security, hardship and everyday banking. ## tools Use this scope for calculators, budgeting, repayment estimates, borrowing power, foreign exchange, planning tools and estimate-based guidance. Primary scope route: - [Tools and calculators](https://www.commbank.com.au/tools.html): Tools and calculators hub. Related tasks: buy home, borrowing, saving, business, payments and hardship. Fallback route: [Support](https://www.commbank.com.au/support.html). ### Calculators and planning tools Use this route for users asking for financial calculators, budget planners, loan calculators, mortgage repayment estimates, borrowing power, FX calculators and planning tools. Primary route: - [Tools and calculators](https://www.commbank.com.au/tools.html): Tool hub for calculators and planning. Supporting route: - [Rates and calculators](https://www.commbank.com.au/tools/rates-and-calculators.html): Rates, calculators and planning tools. Useful for queries such as: - financial calculator - budget planner - loan calculator - mortgage repayments - borrowing power - FX calculator - how much repayments - work out loan cost - budget help - calculate exchange rate Suggested journey: Tools > Rates and Calculators > Home Loan Calculator. Related routes: home buying, borrowing, saving and business. Constraints: estimates only, rates may change and general information only. Avoid personalised advice or guaranteed-outcome language. ## institutional Use this scope for institutional banking, client solutions, transaction banking, research, investors, media and corporate information. Primary scope route: - [Institutional banking](https://www.commbank.com.au/institutional.html): Institutional banking and large-organisation banking hub. Fallback routes: [Economic news](https://www.commbank.com.au/newsroom.html) and [Investors](https://www.commbank.com.au/about-us/investors.html). Related institutional and corporate routes: - [Institutional banking](https://www.commbank.com.au/institutional.html): Institutional banking, corporate banking, large organisations and transaction banking. - [Economic news](https://www.commbank.com.au/newsroom.html): Economic news, market insights, media and Australian economy content. - [About CommBank](https://www.commbank.com.au/about-us.html): Company information, history, leadership and public information about CommBank. - [Investors](https://www.commbank.com.au/about-us/investors.html): Investor information, CBA results, annual reports and dividends. - [Important Information](https://www.commbank.com.au/important-info.html): Terms, Target Market Determinations, Financial Services Guides, fees, charges, Product Disclosure Statements and other legal or product information. Use institutional and corporate routes for queries such as: - institutional banking - corporate banking - large organisations - transaction banking - economic news - media - market insights - Australia economy - CBA economics - about CommBank - CBA company - leadership - CommBank investors - CBA results - annual report - dividends ## Fallback routes Use these when intent is unclear, when safer routing is needed, or when a task-specific route is not a good fit. - [Support](https://www.commbank.com.au/support.html): General help and support fallback. - [Contact us](https://www.commbank.com.au/support/contact-us.html): Official contact and escalation fallback. - [Tools and calculators](https://www.commbank.com.au/tools.html): Calculator and planning fallback. - [Important Information](https://www.commbank.com.au/important-info.html): Terms, fees, disclosures, Target Market Determinations, Product Disclosure Statements and Financial Services Guides. - [Security and scams](https://www.commbank.com.au/support/security.html): Security, scam, fraud and account-protection fallback. ## Compliance Information is general in nature and does not consider individual objectives, financial situation or needs. Credit products are subject to eligibility, suitability and credit assessment. Rates, fees, offers and terms may change. Check Target Market Determinations, Product Disclosure Statements, Financial Services Guides, terms, fees and other disclosures before making decisions. For urgent scam, fraud, hardship or account-access queries, route to official CommBank support. ABN 48 123 123 124.