Customer

We recognise the significant role we play in our customers' lives and accept the responsibility that comes with it. We support over 12 million customers in Australia, the UK, New Zealand, Asia and the US. We are committed to:

• Getting the fundamentals of banking right
• Responsible lending
• Responsible finance

Getting the fundamentals right

Being a responsible business for our customers means that we listen and address issues of concern, that we recognise the trust placed in us by our customers to provide safe and secure banking, and that we conduct our business in an ethical manner. Our materiality assessment identified the following issues as important to our stakeholders and business.

Customer service and complaints resolution

• Customer satisfaction is reported in our Customer Dig Deeper Paper
• Raising issues with us
• Managing your credit card

Ethics and business conduct

• Code of Conduct
• Code of Banking Practice

Fees and charges

• Our More give, less take approach.
• Our action on fees

Safety and security

• Security at NAB
• Protect your electronic transactions

Transparency

Trust is built on transparency. At NAB we are undertaking initiatives to simplify the terms & conditions on our products and services and seek to provide the market transparent information on our interest rate decisions through our media releases.

Responsible lending

Our approach to responsible lending includes helping our customers to understand and manage their money, ensuring those on low-incomes have access to fair and affordable financial services and assisting those experiencing financial hardship.

Financial Inclusion

• Financial inclusion at NAB
• Microfinance
• Programs for Indigenous Australia
• Research and advocacy

Assisting those experiencing hardship

• Financial hardship