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Protecting our customers when they need it most

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Supporting vulnerable customers

At Auswide Bank we are dedicated to our customers and understand we have an important role to play supporting customers who may be experiencing vulnerability.

Every one of us may be vulnerable at one time or another and we could be impacted in different ways. Vulnerability can reduce a person’s ability to make informed decisions, consider choices and evaluate information.

Vulnerability may be temporary or enduring and some instances that may increase the likelihood of vulnerability include:

  • Family or domestic violence
  • Elder abuse
  • Financial abuse
  • Accident or serious illness
  • A natural disaster or crisis
  • Low income, financial stress, job loss or homelessness
  • Mental health illness

  • Bereavement
  • Changes in family circumstances or relationships
  • Disability
  • Age impairment
  • Residing in a remote area
  • Low literacy skills
  • Low digital literacy
  • Diverse cultural and linguistic backgrounds

Other way we support our vulnerable customers include:

We’re here to help

At Auswide Bank, we believe small things make a big difference and to achieve this, it’s important that we get to know our customers. By gaining an understanding of the challenges experienced by our vulnerable customers, we’re able to tailor the support we provide to their individual needs. So, if you have any concerns or questions about vulnerability, please get in touch with us via a phone call, a visit to a branch or by email, we’re here to help.

Our role

Auswide Bank’s customer facing team play a significant role in our response to customer vulnerability. Our team members, especially those who work in our branches, are often in a position to identify the first signs of vulnerability and will take the appropriate steps to escalate or flag a situation they believe a customer may be vulnerable.

We are constantly reviewing our training, support and business practices for staff members to ensure they, to their best ability, can identify persons experiencing vulnerability based on their assessment of a situation. We will always act with sensitivity, respect and compassion, and will work with you to arrange a suitable way for you to access or undertake banking that supports your personal needs.

Helpful resources

 

Have some questions?

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Products are issued by Auswide Bank unless specifically stated otherwise. To decide if a product is appropriate for you please carefully read the relevant product terms & conditions, disclosure statement or Target Market Determination. Any advice contained on this website is general advice only.

We acknowledge the Traditional Owners of the lands on which we operate and pay our respects to Elders past and present, and to emerging community leaders. We also acknowledge the important role Aboriginal and Torres Strait Islander peoples continue to play within the communities in which Auswide Bank operates and where our team members reside.

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