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Banks here to support cyclone affected areas

Customer Vulnerability Guideline

14 November 2024

This guideline outlines good industry practice for how banks can take extra care with customers experiencing vulnerability.

It explains:

• what vulnerability can look like,
• how a bank may recognise that a customer is experiencing vulnerability and identify their needs,
• what personal information is appropriate and permissible to record to enable the bank to provide the customer with extra care, and
• what steps a bank should take to try to assist a customer experiencing vulnerability avoid or minimise harm.

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Transcript
ABA CEO Anna Bligh interview on FiveAA Adelaide
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