A2 Our relationship with you How we will comply with the Code 4. If the Code imposes an obligation on us that is in addition to obligations applying under a relevant law, then we will comply with the Code unless doing so would lead us to breach the law, or relevant regulatory obligation or guidance. 5. We will do all things necessary to ensure that Banking Services provided by us under the Code are provided efficiently, honestly and fairly. This is the same standard of behaviour that applies to us where applicable under section 912A(1)(a) of the Corporations Act and section 47(1)(a) of the National Consumer Credit Protection Act. BCCC Charter 6. We are bound by our obligations in the BCCC Charter, including but not limited to those referred to in the Introduction. Trained and competent staff 7. We will make sure that our staff and our representatives are trained so that they: a) can competently do their work; b) understand the Code and how to comply with it when they are providing Banking Services to you; and c) treat our diverse customers, vulnerable customers and customers who appear to be vulnerable with sensitivity, respect and compassion. Customer Advocate 8. We will have a Customer Advocate in our bank to help facilitate fair customer outcomes and minimise the likelihood of future problems. The Australian Banking Association’s guiding principles for Customer Advocates are available at: www.ausbanking.org.au/resources. Branch Closure Support Protocol 9. We will comply with the ABA Branch Closure Support Protocol when closing a branch. The protocol outlines certain commitments to individuals and Small Businesses in the event of a branch closure. This protocol is available at: www.ausbanking.org.au/resources. A3 Communicating with you Responding to your request for information 10. We will communicate with you in a timely manner, and we will give you information that is useful and clear. This includes information about our products and services so you can make an informed decision about which product or service is suitable for you. 11. If you ask us for advice on any of our Banking Services, then we will provide it to you through staff who are authorised and trained to give you that advice. Alternatively, we may suggest you see someone else who can provide independent advice, such as a lawyer, accountant, financial adviser or financial counsellor. How we will communicate with you 12. Anything that we are required to give to you under this Code may be given to you: a) in person, writing, electronically, by telephone or video conference; b) by telling you that the information is available on a website or other electronic forum; or c) as otherwise agreed with you. However, if this Code specifies the method of communication, then we will comply with that method. 13. Where this Code requires us to communicate in writing, we may do so through electronic communications or printed communications. What information we will give you Terms and Conditions, Fees and Charges 14. If you are entering into a contract for a Banking Service with us, then we will give you the contract Terms and Conditions before, or when, the contract is made. The contract Terms and Conditions may be in separate documents. 15. The documents in paragraph 14 will clearly set out: a) details of fees and charges, their amounts (if ascertainable), and how often they are debited; b) any interest rate that applies, how and when different interest rates may apply, the method by which interest is calculated, and when interest will be credited or debited; 12 | ausbanking.org.au
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