Table of Contents Introduction 6 What is the Banking Code of Practice? 6 Guiding principles 7 Your rights and how to enforce them 8 Resolving complaints 8 Court action 8 The Banking Code Compliance Committee 8 Reporting to the BCCC 8 Resourcing the BCCC 8 Complying with requests of the BCCC 8 ABA industry guidelines and protocols 9 The Code 10 PART A - Our dealings with you under the code 11 A1 Who the Code applies to and how 11 A2 Our relationship with you 12 A3 Communicating with you 12 PART B – Customers 16 B1 Inclusive and accessible banking 16 B2 Taking extra care with customers who are experiencing vulnerability 16 B3 Banking services for people with low or no income 17 B4 Lending to individuals 18 B5 Lending to Small Business 19 B6 Guaranteeing a Loan 21 B7 Farmers 26 B8 Deceased estates 28 PART C - Banking services 30 C1 Joint Accounts 30 C2 Direct debit and recurring payment services 30 C3 Credit and debit cards 30 C4 Consumer credit insurance (CCI) 31 PART D - When things go wrong 32 D1 Contact us if you are experiencing Financial Difficulty 32 D2 Complaints 35 PART E - Definitions 36 4 | ausbanking.org.au
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