Banking Code of Practice and ePayments Code

Banking Code of Practice 

The new Banking Code of Practice (the Code) sets out best practice standards of customer service for Australia’s banks. Banks make a commitment to their customers to ethical behaviour, standards of disclosure and to fair and responsible lending practices.

The Code regulates how we communicate with our customers and handle customer complaints and our obligations to assist customers who may be experiencing financial hardship or other personal circumstances impacting their financial position. Compliance with the Code is monitored by the Banking Code Compliance Committee (BCCC), an independent organisation whose role is to ensure subscribing banks are honouring their commitments to customers as set out in the Code.

The Code applies to individuals, small business customers and their guarantors.

The new version of the Code takes effect from 5 October 2021. Our bank has adopted the Code and continues to abide by the Standards of Conduct which are:

• Trust and confidence
• Transparency and accountability
• Integrity
• Customer service

For more information on the Code please click this link.

ePayments Code

The ePayments Code is published and monitored by the Australian Securities and Investments Commission (ASIC). It regulates consumer electronic payment transactions, including EFTPOS, direct debits and online payments.