• Our goal on social media is to provide customer support and create a trusted source where you can learn more about personal banking and finance, hear about the latest news and receive important service updates.

    We welcome all enquiries, questions and commentary, including constructive feedback. We don’t take decisions on moderating posts lightly. We do expect that participants post commentary that is both relevant and respectful to this community.

    We take your comments, compliments and concerns seriously. Some content submitted to our social media pages is recorded to ensure that we provide the best service and meet our compliance obligations.

    While every effort is taken to ensure that content remains on our social media pages, from time to time, we post content that carries limited usage rights. This means that we have paid the owners of the content to use it for a set period of time. It’s a legal requirement that we remove this content once our usage rights expire. This may mean that comments and replies relating to this removed content are no longer accessible.

    We reserve the right to remove any participant posts that don’t adhere to our guidelines and to block anyone who violates them repeatedly.

    Specifically, we cannot tolerate posts that are:

    • False, misleading, or deceptive or we reasonably believe to be likely to be false, misleading, or deceptive
    • Abusive
    • Offensive
    • Defamatory towards an individual
    • Hateful in language
    • Unlawful
    • Trolling or deliberate disruption of discussion
    • Spam
    • Solicitation
    • Uploads or attached files that contain viruses, corrupted files or any other similar software or programs that may damage the operation of a computer or communications device
    • Link baiting (embedding a link in your post to draw traffic to another site) 

    Please do not include on public posts any personal or sensitive information (such as your bank account details, birthday, home address, phone number, driver’s licence, or tax file number).

    The privacy, safety and dignity of our staff is important to us. We reserve the right to remove posts from participants that provide enough information to publicly identify and defame a staff member.

    We will only ever ask for partial information from you to assist us with your enquiry, such as full name, postcode and contact number via private message. If you receive an unsolicited request for personal or sensitive information, please do not respond. Help us maintain your security by forwarding any such requests to hoax@cba.com.au where it will be reviewed by our security team.

    By using or accessing this page, you also agree to comply with the relevant platform’s terms and conditions.

    These guidelines are available here:

    It is important to note that posts from participants on our social media pages do not necessarily reflect the opinions of Commonwealth Bank, nor does Commonwealth Bank confirm their validity or accuracy.

    In addition to the rights that you grant to a social media platform, you also grant Commonwealth Bank and its affiliates the right to utilise all posted content in any manner or media without any legal or monetary obligation to the author.