Build
Financial Confidence
Build
Financial Confidence
When our customers thrive, so do we. That’s why we aim to provide the best customer experience every day, and it’s at the heart of how we deliver service for Card Members, merchants and business partners across Australia and New Zealand.
It’s also why we continuously look for ways to support their broader wellbeing, whether through responsible lending, customer education or support when times get tough.
Responsible lending and selling
By choosing our products or services, individual and business customers are trusting us with their finances, livelihoods and wellbeing. We take that trust seriously and do what’s right even – especially – when no one’s watching.
Along with adhering to the highest standards of ethics and regulatory compliance, we put extra care into making sure our products and recommendations are right for customers and their circumstances. Through a variety of training programs, we support colleagues to understand our industry obligations and to make better recommendations for customers. We always strive to empower customers with clear, straightforward information and resources, including online tools like ‘Help Me Choose.’
Financial Hardship
Life can change in an instant. When it does, our financial assistance programs support customers through tough times. They are designed to help those affected by crises, like natural disasters or a pandemic, without the need to provide evidence, which can be a time-consuming burden when someone’s already dealing with a crisis.
We’ve also created a formal policy framework for supporting vulnerable customers. This involves ongoing training and resources for our customer-facing colleagues, covering areas like how to identify possible signs of hardship and what to do when communicating with customers who are experiencing issues like abuse, mental illness or the loss of a loved one.
Supporting small business
Small businesses are essential to a thriving high street, a successful tourism industry, a fair and resilient society and much more. We are proud to lead several initiatives that help these businesses reach their potential.
Supporting Resilience in communities
One of our key objectives is to help build resilient communities through grants, programs, and initiatives that support economic empowerment and equity. We lead several initiatives that support the economic growth of businesses across different sectors in our communities.
Learn more about how we are addressing our enterprise strategic ESG objectives in A/NZ
