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31 October, 2016: As a bank customer, you rightly expect to receive good service and to be treated fairly when you have an issue or complaint. Banks know that they haven’t always lived up to the expectations of customers or the community in general, but we are working hard to earn your trust back.
For the past six months, banks have been making changes to better protect customers when things go wrong and stop things going wrong in the first place. Here is an overview of what we’re doing and where you can get more information:
With changes as big as these, it’s important there is someone impartial monitoring our progress. This is being done by former Auditor-General for Australia Ian McPhee AO PSM. He is providing public quarterly reports on how we’re doing, the latest of which was released on 21 October. The report acknowledges banks have made good progress so far, but there is more to be done.
These changes have been the culmination of work started by the ABA last year with consumer representatives, regulators, government officials and customers on what banks need to do to address concerns with conduct and culture. You can find out more about how the changes will affect you at betterbanking.net.au.
And there is more to come...