Supporting customers experiencing vulnerability

Any one of us could find ourselves in the position of being vulnerable, financially or otherwise. 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’s 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. We’re here to serve customers well, which means being there for them in these moments.

Customers Experiencing Vulnerability Framework

NAB has renewed our Customers Experiencing Vulnerability Framework 2021-2023 (PDF, 3MB), opens in new window to focus on three key areas:

• Identifying customer vulnerability earlier and taking action.
  
• Reducing financial abuse.
  
• Responding to natural disasters and pandemics.
  

Our  first framework for Customers experiencing vulnerability (PDF, 7MB), opens in new window, 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 both frameworks are available on request.