Help & support
As Australia's largest bank, we aim to offer products and services that meet the diverse needs of our customers and provide equitable access to help them achieve their financial goals.
To support our approach, the Customer Advocate is here to be a voice for our customers, helping them to be heard, understood and treated fairly throughout the Commonwealth Bank. The Customer Advocate is focused on:
Our Accessibility and Inclusion Strategy 2024–2026 sets out our goal to design inclusive products, services, experiences and workplaces that provide equitable access and dignity for all our customers, people and communities. We call this Dignity by Design.
Safety by Design principles are a guide to creating safe and secure platforms, services and products for our customers. When these principles are applied through the design process, they can help identify and reduce the risks of technology-facilitated abuse. This can also help create banking experiences that are safer and more inclusive for customers.
We are committed to supporting the financial wellbeing of First Nations communities. We aim to:
Digital banking gives customers the choice and control to securely manage accounts on a range of devices.
Phone Banking provides customers with access to instant help from our virtual assistant 24/7 or a team of banking specialists who can help over the phone or messaging.
Customers can visit branches, ATMs or specialists for their banking needs.
Regional and remote services support customers through a range of access channels, including Bank@Post and the First Nations Reach Program, which provides face-to-face assistance and financial education in remote First Nations communities.
Financial Counselling
Free, independent and confidential support for managing money and debt
More information on the range of external support services available can be found here.
Government support services
