require support and that these circumstances may change over time and in response to particular situations. While all customers may be at risk of experiencing vulnerability, this risk may be increased due to a range of characteristics which may include, but are not limited to: a) age; b) disability; c) mental health conditions; d) cognitive impairment; e) serious medical conditions; f) elder abuse; g) family and/or domestic violence; h) financial abuse; i) Financial Difficulty; j) literacy and/or language barriers including limited English; k) cultural background; l) Aboriginal or Torres Strait Islander customers; m) remote locations; or n) incarcerated persons or persons recently released from incarceration. We encourage you to tell us about your circumstances so that we can work with you in relation to your Banking Service, otherwise we may not find out about your circumstances. 53. If you require extra care and you tell us about your personal or financial circumstances, we will work with you to identify a suitable way for you to access and undertake your banking. 54. When we are providing a Banking Service to customers who are experiencing vulnerability we will: a) be respectful of your need for privacy and confidentiality; b) provide appropriate guidance and referrals intended to help you to maintain, or regain, control of your finances; and c) where appropriate, make it as simple as possible for you to appoint a third-party representative (such as a lawyer or financial counsellor) to deal with us on your behalf. B3 Banking Services for people with low or no income When providing transaction Banking Services to low or no income earners 55. If you are an individual and you tell us that you are a low or no income earner, we will give you information about our accounts that you may be eligible for and may be appropriate to your needs for which: a) Standard Fees and Charges are low; or b) there are no Standard Fees and Charges (if we offer such a product). 56. Our obligation in the previous paragraph applies to you regardless of whether or not you are our customer. We may become aware if you are a low or no income earner only if you tell us about it. If you receive a Commonwealth pension or concession, we will give you information about our low or no fee accounts 57. If you apply for a new transaction account, we will ask you if you have any of the following government cards. If you tell us that you have one of these cards, and the account you enquire about is not a basic bank account or low or no fee account, then we will give you information about any basic bank accounts or transaction or deposit accounts we offer that have low or no Standard Fees and Charges (see paragraph 59): a) a Commonwealth Seniors Health Card; b) a Health Care Card; or c) a Pensioner Concession Card. Basic accounts 58. We may offer ‘basic accounts’, or other kinds of low or no fee transaction accounts. 59. Basic accounts have, at a minimum: a) no account keeping fees; b) free periodic statements (you can choose monthly or longer intervals); c) no minimum deposits (except that, if your government benefit is paid into a bank account of yours, you may be required to have it paid into this account); d) free direct debit facilities; Banking Code of Practice | 17
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