Customer Vulnerability

Support for vulnerable customers.

If you feel you need extra support from us, please get in touch.

Post:

Charity Bank Australia Limited
Level 12
1 Charity Place
Sydney
NSW 2000

We’ll try to gain a better understanding of your circumstances and do our best to make things easier, whether it’s by providing accessible documents or giving you a little extra support.

What do we mean by a vulnerable customer?

Everyone’s circumstances are different. The following are just some examples of why we might consider a customer to be vulnerable and in need of extra support. However we recognise everyone’s circumstances are different, If you feel you need extra support from us, please get in touch.

EXAMPLES OF CUSTOMER VULNERABILITY

Health

Physical disability
Chronic illness
Visual/audio impairments
Mental health issues
Impaired mental capacity

Resilience

Low/fluctuating income
Debt
Low/no savings
Lack of support

Life Events

Bereavement
Caring responsibilities
Income/job reduction/loss
Relationship issues
Non-standard requirements (i.e. ex-offenders, refugees)

Capability

Low knowledge
Understanding and/or confidence in managing financial matters
Poor literacy/numeracy skills
Language barriers
Learning impairments

Useful contacts

You may also find the following organisations and resources of help:

*Links to external providers should not be considered a recommendation or endorsement of those providers’ products and/or services.*

SUPPORT AREA:

ORGANISATION:

Advice on benefits, debt and finances

Financial Counselling Australia: https://www.financialcounsellingaustralia.org.au
Moneysmart (ASIC): https://moneysmart.gov.au

Mental Health

Lifeline: https://www.lifeline.org.au
Beyond Blue: https://www.beyondblue.org.au

Older People

COTA Australia: https://cota.org.au

Being a carer

Carers Australia: https://www.carersaustralia.com.au

Economic or financial abuse

Australian Banking Association: It’s your money 2022 – Information leaflet