Why is this important?
Our customers and the community expect more from us. In the case of our customers experiencing vulnerability, the nature of their needs means they are particularly at risk of detriment. Vulnerability can be temporary or permanent and people experience vulnerability differently. It is a myth that vulnerable people are merely those living in poverty or on low incomes. Most people will experience vulnerability, in some form over their lifetime.
What do we do
NAB has developed a Customer Vulnerability Framework that outlines a variety of initiatives that aim to improve understanding and support for customers experiencing vulnerability, and provide inclusive banking services. NAB is committed to the Banking Code of Practice which sets a new standard for the banking industry to be inclusive and accessible, and take extra care with customers experiencing vulnerability. This framework not only upholds our Code obligations, but exceeds its requirements as we seek to provide exceptional service and support to customers experiencing vulnerability. Read our Customer Vulnerability Framework 2019-2020 (PDF, 7.7MB), alternative formats are available on request.