Banking Code of Practice

The Banking Code of Practice (the Code) is an industry code that's published by the Australian Banking Association (ABA). We're a long-standing member of the ABA and a subscriber to the Code.

The Code provides safeguards and protections to individual and small business customers and in some areas sets higher standards than the law.

The Code is underpinned by principles that will guide us in our decision-making when providing services, including being fair, responsible, and accountable in our dealings with you, and acting with honesty and integrity.

The latest update of the Code is effective on 28 February 2025 and can be accessed through the link below. The updated Code is a culmination of an extensive review of the Code, developed in consultation with consumer representatives, small business organisations and regulators. The updated Code provides additional protections for small business customers, guarantors, customers experience vulnerability and/ or requiring additional support.

The original Code (known as the 'Code of Banking Practice') was first published in 1993 with revisions made over the years to better meet evolving community expectations.

Some of the topics covered in the Code:

• How we communicate with you about our accounts and banking services

• Inclusive and accessible banking

• Lending to individuals and Small Business

• When things go wrong, including financial difficulty and complaints

View or download the current version (including the latest update) of the Banking Code of Practice on the ABA website or alternatively contact us for a copy.

You can make a Complaint about our Banking Services or our compliance with the Code. Our Complaints resolution process will comply with ASIC Regulatory Guide RG 271: Internal dispute resolution. If that Regulatory Guide does not apply to you, we will act as though it does. ASIC Regulatory Guide RG 271 is available on ASIC’s website and can be accessed via t via the  via the ASIC Website.

As part of our commitment to the Code, we have a Customer Advocate to strive for fair customer outcomes that are aligned with community expectations.