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 circumstances mean they are particularly at risk of harm or loss. 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 during their lifetime.
What do we do
NAB has renewed our Customers Experiencing Vulnerability Framework 2021-2023 (PDF, 3.2MB) focusing on three key areas:
- Identifying customer vulnerability earlier and taking action.
- Reducing financial abuse.
- Responding to natural disasters and pandemics.
Our first framework (PDF, 7.7MB) published in 2019, outlined our understanding and approach to customers experiencing vulnerability. It included a variety of initiatives to improve support for these customers, as well as our commitment to provide inclusive banking services.
NAB is committed to the Banking Code of Practice, which sets a new standard for the banking industry to be both inclusive and accessible, and to take extra care with customers experiencing vulnerability. Alternative formats of the Frameworks are available on request.