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's first Customer Vulnerability Framework published in 2019 outlined our understanding and approach, plus a variety of initiatives that improve support for customers experiencing vulnerability, and our commitment to provide inclusive banking services. NAB is currently developing a new Customer Vulnerability Framework to be released in the first half of 2021.
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. NAB's framework not only upholds our Code obligations, but seeks 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.