Banking Code of Practice
Since 2019, we’ve adopted the Australian Banking Association’s Banking Code of Practice (the Code). The Code outlines standards of practice and service that protect the safety and trust of individual customers, small business customers and their guarantors.
Taking extra care with clients experiencing vulnerability
Customers may experience a range of circumstances that require extra care and a more sensitive approach in dealing with their situation over the life of their loan.
If a customer discloses they are experiencing vulnerability, or you identify a situation that may require extra care and a more sensitive approach at any point in time throughout the life of a customer’s loan (this includes initial engagement prior to the client entering the loan), immediately refer them to us and we’ll carefully assess their circumstances and respond with appropriate assistance.