Accessibility

We’re proud to promote inclusion and improve accessibility options for all our Members and the community.

In our branches

We’re committed to making our branches easy to access…

As we continue to refurbish our branches, we look to include access options to make it easier for all customers. Where possible or required, our branches have:

Power-assisted entry doors
Ramps for wheelchair or pram access with room for wheelchair turning circles
Walking aid assistance
Interview and meeting rooms on the ground floor
Easy to read signage
Flexible height brochure displays

We also offer unlimited fee free over-the-counter withdrawals in all our branches. Please speak to our friendly staff.

Accessing cash

Don’t want to visit a branch?

There are now even more ways for you to access your money including withdrawing cash using the touch screens on an atmx by Armaguard Network. Use our ATM finder to find an atmx near you

You can also access your funds by:

Using ATMs operated by major banks – many have removed their direct charge withdrawal fees.
Withdrawing cash at supermarkets, select retailers or post offices with Bank@Post.
Using your Visa card for contactless payments – just wave and go.
Setting up your digital wallet and tapping and paying using your mobile phone for fast, convenient and secure payments.
We do encourage you to always check for any fees before using an ATM and completing any transactions.

Find out more about our access options.

Over the phone

If you are calling us…

Our Contact Centre staff are trained to support you and to meet the accessibility of our customers. If you need more help, you can also contact us using the National Relay Service.

To pay your bills during business hours, you can call our local Contact Centre staff on 1300 131 844 or visit any of our branches, and we’ll happily assist you to pay your bills for FREE^ with no fee charged for staff assisted BPAY® transactions. You can also use BPAY to pay bills using Online Banking and the Banking App.

Interpreter services

Extra support in branch and over the phone

If English is not your first language, you can use the government’s free translating and interpreter service to communicate with us. This service is available in over 150 languages.

Call us on 1300 131 844 or visit us at your local branch and we can arrange this service for you.

Online Banking Options

We aim to make this site accessible for everybody

We work hard to ensure our digital banking products are accessible, including Online Banking, the Banking App and our website. With our website, we strive to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA.

Secure messages

Secure messages is a feature available when you log into Online Banking and your Banking App. It’s a secure way for you to send us a message via your inbox and we can respond to you the same way during business hours.

Financial Abuse

Elder and financial abuse in the form of domestic and family violence can affect anyone at any time.

We come to you

If you find it hard to get to us….

We have a team of committed Relationship Managers who can visit you in your home if you are unable to leave for any reason.