We’re proud to announce that Bank Australia has signed up to the ‘Respect and Protect’ program where we join like-minded customer-owned banks in updating our terms and conditions to better protect customers from domestic and financial abuse. We recognise the significant responsibility we have in addressing financial abuse, a form of domestic violence that affects one in six Australian women.
Supporting our customers
Customer-owned banks like Bank Australia have a long-standing commitment to financial inclusion and supporting our communities. This commitment has led mutual banks and credit unions to take proactive steps in the fight against financial abuse. As part of this ongoing effort, we support customers experiencing possible financial or domestic abuse in with a range of support services including:
• Having a dedicated Customer Care team
• Developed a Complex Enquires team
• Have a dedicated external referral support partner for customers
• Protecting customers credit score
We understand the important part our staff play in supporting customers and have undergone extensive training to ensure they can assist customers. "Our branches have evolved into more than just places for banking; they now serve as confidential spaces where customers can reach out and access support services or make private calls," said David Catalano, Head of Customer Support.
"We also confidentiality help victims by providing avenues to access important banking details, support services and funds when required."
While we are proud of the progress we've made, we understand that there is still much to do. "We’re continuing to evolve our processes and systems to make sure customers everywhere are supported when they need us the most," Catalano added.
Supporting our people
Family, domestic, and financial violence can affect anyone, including our employees. At Bank Australia, we recognise the importance of offering support to staff who may be directly impacted by these experiences. In 2023, we updated our employee entitlements to ensure we lead the way in providing support to our people. These updates include:
• Providing employees experiencing family and domestic violence with up to 10 days of paid family and domestic violence leave each year.
• Expanding the definition of family and domestic violence to include abuse from a current or former intimate partner, as well as any member of an employee’s household.
• Offering employees supporting an immediate family member or household member affected by family and domestic violence up to 5 days of paid special leave.
• Access to Bank Australia’s Employee Assistance Program
“Providing a safe and supportive space for our employees is our number one priority,” said Sonya Clancy, Chief Corporate Services Officer at Bank Australia. "Financial and domestic abuse has an enormous impact on individuals and families, and it’s vital that we have a range of support systems in place during such difficult times."
Like with our customers, our policies are just the starting point. "We know there’s much more to do," Clancy said. "That’s why, in addition to offering paid leave, we also provide access to confidential services through our Employee Assistance Program, ensuring employees have the professional support they need."
Looking ahead
As a leader in the customer-owned banking sector, Bank Australia is fully committed to playing a lead role in addressing the rising rates of financial and domestic abuse.
Committing to ‘Respect and Protect’ and working closely with COBA and ABA into the future is an important step.
For support, call 1800-RESPECT or visit zahrafoundation.org.au.
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