Guiding principles The Code is underpinned by these guiding principles shared by all member banks. 1. Trust and confidence a) We are committed to earning and retaining the trust of our customers and the community. b) We are committed to making promises and keeping them to deliver good customer and community outcomes. c) We will comply with all laws relating to banking services. d) We will protect your privacy. e) We recognise our role in society and our impact on the wider community. 2. Integrity a) We will act honestly and with integrity. b) We will be fair and responsible in our dealings with you. c) We will build and sustain a culture based on strong ethical foundations. 3. Service a) We will deliver high customer service and standards. b) We will ensure banking services are accessible and inclusive. c) We will raise awareness of the basic (low, or no fee) banking products that we may offer. d) We will work to help you if you are experiencing financial difficulty. 4. Transparency and accountability a) We will communicate with you in a clear and timely manner. b) We will be accountable in our dealings with you. c) We will be transparent in our communications with you. Banking Code of Practice | 7
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