We know that to fulfil our vision of being Australia’s leading bank, trusted by customers for exceptional service, we need to be good with money and get the basics right. With more than 33,000 of our people helping more than 9 million customers with their banking needs, we need to be good with people too.
There are more than 4 million Australians living with disability1, and so it is important that we design our products and services with accessibility in mind. A culture of accessible products and services is central to great customer experiences and a positive working environment for our people.
Accessibility Action Plan 2019-20
We’re committed to providing exceptional service for customers – not only by getting the basics right, but also going above and beyond to develop trust. We do this by building genuine, lasting relationships, as well as innovative, world-class products and support.
The 2019 - 2020 Accessibility Action Plan is one of many ways we’re doing this. At its heart are actions to listen and respond to customers, and support our people by providing a great place to work.
To achieve this we’ve focused on four key areas:
- Inclusive and universal design when developing products and services.
- Embedding an inclusive culture through the stories we tell and recognising our diverse workforce and community.
- Listening to our customers and acting on feedback.
- Increasing the disability confidence of our people to create an environment that anticipates, and seamlessly accommodates, diversity.
Central to everything is a commitment to create more of what matters to our customers, people and communities – and accessibility is an important part of this.
You can read more about this and our commitment to our people, customers and communities in the Plan below.
Download the Accessibility Action Plan 2019 - 2020 (PDF, 585KB)
Download the Accessibility Action Plan 2019 - 2020 (Word doc, 267KB)
Note: The Word document version maximises accessibility when used with a screen reader. Please email us at firstname.lastname@example.org if you would like us to provide the plan in an alternative format.
1 (18.3% or 4.3 million people) Australian Bureau of Statistics (ABS), ‘Disability, Ageing and Carers, Australia: Summary of Findings, 2015’.
Accessibility recruitment consultants
We know that sometimes we might need to look at the way we recruit, or the way we work, so that people with a disability have the opportunity to be their best. That's why we have a dedicated team to help out with every stage of the recruitment process - and after that, too.
For deaf, hearing impaired or speech impaired people, call through to the National Relay Service:
TTY/Voice: 1800 555 677 and ask for 1800 152 015
Speak and Listen: 1800 555 727 and ask for 1800 152 015