Frequently asked questions

Why is the Bank focusing on financial abuse?

The Bank recognises that we all have a part to play in assisting vulnerable members of our community.

Please refer to the Australian Banking Association website which details how the ABA is working with a number of organisations to promote good practice and clear processes for banks, to better support customers who may be vulnerable to financial abuse.

What is financial abuse?

Financial abuse is when someone takes away your access to money. A person may manipulate your financial decisions or use your money without consent.

Once you know this, let our staff know, as there are ways to get help and regain your independence.

What can the Bank offer customers impacted by financial abuse?

Our staff have been trained to recognise and assist customers who may be experiencing financial abuse. 

This may include:

• Arranging new accounts or other banking services.
• Working with different areas of the Bank on a customers' behalf.
• Identifying additional agencies and financial counsellors for further assistance.
• Applying mechanisms to prevent further instances of financial abuse.

Are there some warning signs I should look out for?

Yes there are many. Here’s just a few:

• Check your statements regularly and let us know if there are any transactions you don’t recognise.
• Never sign documents you don’t understand, and seek independent and confidential legal or financial advice if you are unsure. 
• Learn about security and fraud protection, including how to recognise scams.
• Make sure you understand the access you are giving to a family member or friend by adding them as a signatory to your account.

Most importantly, if you suspect you are being financially abused, please let us know so we can help you.