The rock upon which our promises are based

Monday, 21 April 2008

National Australia Bank is proud to announce the release of its first formal, a series of undertakings to customers about what they can expect when banking with the NAB. "We're very excited about our Customer Promise, because the promises in it are things we've been committed to at NAB for a long time", Andrew Thorburn, Executive General Manager Retail Banking Australia., said. "What's different is that it's the first time we've brought these things together in one clear document. This means our customers can see at a glance what they should expect when they bank with us", he said.

The Customer Promise outlines NAB's commitments to retail customers in three areas:

  • providing smarter banking products and services
  • making it easier to do business with us, and
  • giving support and assistance to help our communities grow.

The undertakings range from giving specific timeframes for receiving approval on applications for finance, through to the provision of better services and resources, and support for environmental and community responsibility.

"The Customer Promise clearly outlines the goals we're setting ourselves in three areas. This gives our customers a clear picture of what we're aiming to achieve on their behalf, as well as providing us with a mechanism to gauge our performance against those aspirations", Mr Thorburn said.

"For example, in smarter banking, we promise to offer low-fee and fee-free everyday banking accounts to most Australians, including students and retirees.

"To make it easier to do business with us, we aim to update and modernise every ATM by 2009, and to ensure you can meet with a specialist in home lending either in our branches or with a mobile banker at your home", he said.

"In our communities, we promise to support our people to be active locally and nationally, and to continue to provide them with two days annual volunteer leave so they can make a difference to a cause they're passionate about", Mr Thorburn said.

The Customer Promise will enable NAB to measure its ongoing performance against the aims and put solutions in place to improve results. The results will be published annually.

NAB's Customer Promise has been created after feedback received from customers, employees, consumer groups, community organisations and regulatory bodies.

The Customer Promise will be available in branches from 21 April, and on NAB's website at

Media contact: Felicity Glennie-Holmes National Australia Bank T: 03 8641 3627 M: 0412 673 038

* The information contained in this media release is for media advice purposes only. The contents are true and correct at time of publishing/issuing, however may change over time. For further information about NAB products or rates, please go to Interest Rates, Fees & Charges