NAB Customer Promise

NAB's Customer Promise outlines our aim to provide smarter banking products and services, make it easier to do business with us wherever it suits, and give support and assistance to help our communities grow.

Smarter Banking Providing smarter banking products and services Find out more

Local Banking made easy Making it easier to do business with us wherever it suits Find out more

Helping our community Giving support and assistance to help our communities grow Find out more

We will make sure we deliver on our promise by measuring our ongoing performance against these commitments and publish the results annually.

Smarter banking
We aim to:

1. give you a decision on your personal loan or personal overdraft application within one business day
2. give you a decision on conditional approval for your home loan within two business days
3. give you a decision on your credit card application within two business days
4. open your personal banking accounts on the spot
5. send you a replacement card within three business days if your debit or credit card is lost or stolen
6. offer low-fee and fee-free everyday banking accounts to most Australians and give you greater choice to pay for services you want
7. protect you against fraud with SMS Security options and NAB Defence
8. protect your personal information and let you know how your information may be used

Local banking made easy
We aim to:

1. ensure you can meet with a specialist in home lending in our branches or a mobile banker at your home
2. ensure business bankers and financial planning specialists are available in more local branches
3. ensure that when you call 13 22 65, you don't wait more than 60 seconds in our call centre queue, 90% of the time
4. update and modernise every ATM by 2009
5. provide phone and internet banking services that are available more than 99% of the time
6. answer your email enquiries within one business day
7. resolve most complaints when you first make them, and resolve more than 90% within five business days
8. have local managers in your community to make sure we're keeping our promises to you

Helping our community
We aim to:

1. use clear, everyday language to explain our products, services and fees
2. provide fee-free accounts for concession card holders and community groups
3. provide student and retiree accounts with no monthly service fees
4. work with local community groups to offer affordable personal loans to financially disadvantaged individuals and families
5. extend credit to you only where we believe you can make repayments without financial hardship
6. strive to be an employer of choice and recognise our employees for serving you better
7. be active locally and nationally in our communities, and provide our employees with two days annual volunteer leave so they can make a difference to a cause they're passionate about
8. reduce our environmental impact by becoming carbon neutral by 2010