PART B Customers B1 Inclusive and accessible banking We believe in inclusive and accessible Banking Services 45. We are committed to providing Banking Services which are inclusive and accessible for all customers. We will take reasonable measures to enhance access to our services for customers including, but not limited to: a) older customers; b) people with disability; c) Aboriginal and Torres Strait Islander customers, including those in remote locations; d) people with limited English; and e) people of diverse sexual orientations, gender identities and sex characteristics including lesbian, gay, bisexual, trans and gender diverse, intersex, queer and asexual people, and people born with an intersex variation. 46. We will work to improve inclusivity and accessibility for our customers including, where appropriate and practicable, organising or referring you to external support free of charge, including: a) interpreter services (for example via qualified interpreters, including Auslan); b) National Relay Services; or c) accessible information (such as enabling the use of screen readers and easy read guides). Where it is not practicable to refer you to external support (for example, where an interpreter is not available), we will let you know of alternative ways we may provide support (for example, rescheduling a call to a time when an interpreter is available) or where you may otherwise receive support. 47. Where our staff are fluent in non-English languages, nothing in paragraph 46 prevents those staff members from conversing with you in those languages. When providing Banking Services to Aboriginal and Torres Strait Islander customers 48. If you tell us you are an Aboriginal or Torres Strait Islander customer, we will take reasonable steps to make our Banking Services accessible to you. We will also: a) tell you about any accounts and services that are relevant to you; b) tell you about any accounts or services that have no or low standard fees, if our enquiries indicate you may be eligible for these and help you transfer to another account you want; and c) help you meet any identification requirements if you do not have access to standard identification documents, by following AUSTRAC’s guidance on identification and verification of Aboriginal and Torres Strait Islander customers. 49. We will provide cultural awareness training to staff who regularly assist Aboriginal and Torres Strait Islander customers and Guarantors. 50. We will also make cultural awareness training available to all other staff. When providing Banking Services to remote customers 51. We will also assist our customers who reside in remote communities (including remote Aboriginal and Torres Strait Islander communities) to access and undertake their banking. B2 Taking extra care with customers who are experiencing vulnerability We will take extra care with customers who are experiencing vulnerability 52. We are committed to taking extra care with customers who are experiencing vulnerability. We recognise that a customer’s circumstances may 16 | ausbanking.org.au
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