Westpac Criticized for Inadequate Customer Support Post-Branch Closure
Westpac Criticized for Inadequate Customer Support Post-Branch Closure
9
The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.
The Banking Code Compliance Committee (BCCC) has recently highlighted significant shortcomings in Westpac's handling of its regional branch closure in Tennant Creek, citing serious non-compliance with the 2019 Banking Code of Practice.
The problems stem from Westpac's inability to adequately support customers during the transition following the closure of the Tennant Creek branch in Northern Territory back in September 2022. The breach encompasses failures in fulfilling obligations under the Australian Banking Association's (ABA) Branch Closure Protocol.
In a detailed assessment, the BCCC emphasized that Westpac fell short in ensuring their customers were guided towards alternative banking methods and that community engagement to mollify concerns was grossly insufficient.
Consequently, many Tennant Creek residents, particularly vulnerable ones such as the elderly and non-English speakers, struggled to access essential banking services, turning to local community groups for urgent assistance.
Furthermore, the BCCC's investigation revealed that Westpac had neglected to propose feasible alternative banking solutions, ignoring paragraph 36 of the Banking Code, which mandates thorough customer support during branch closures. A failure in timely communication compounded these issues; the bank dispatched detailed transition guidance only 21 days post-closure, exacerbating the unpreparedness among customers.
Addressing the bank's justification - which centered around staff safety concerns - the BCCC criticized Westpac for its "significant and protracted failures" in mitigating customer impact and for inadequate community engagement.
Ian Govey, chair of the BCCC, highlighted the ramifications of Westpac's actions on Tennant Creek's overall community, indicating that a prompt and appropriate response to community feedback would have mitigated much distress.
"The repercussions of Westpac's inadequate response were formidable, profoundly affecting customers who needed more support and clear communication. Especially impacted were vulnerable groups such as the elderly and those with limited English proficiency," Govey stated.
Govey further articulated that this outcome serves as a critical reminder to the banking sector: neglecting code compliance sets a precedent that compliances are non-negotiable, urging banks to consider customer needs primordially when implementing service changes.
In a bid to rectify its stance, Westpac announced a comprehensive moratorium in May 2023, suspending any further regional branch closures until at least 2027, underscoring its commitment to maintaining essential banking services in rural areas.
This recent sanction against Westpac adds to a growing scrutiny on banks ensuring customer-centric practices, showing a clear mandate towards upholding customer rights and fortifying trust within the banking ecosystem.
Published:Thursday, 27th Jun 2024 Source: Paige Estritori
Please Note: If this information affects you, seek advice from a licensed professional.
Recent analyses indicate that Australian home prices are set to rise by approximately 7% in 2026, an upward revision from earlier projections of 5.6%. This anticipated growth is primarily attributed to a constrained housing supply coupled with resilient demand, particularly in major urban centres such as Sydney, Melbourne, Brisbane, Adelaide, and Perth. - read more
The Australian stock market has demonstrated remarkable resilience, with the S&P/ASX 200 index recording a 10.2% gain over the 2025 financial year. This performance comes despite a backdrop of global economic uncertainties, including geopolitical tensions and fluctuating commodity prices. - read more
The Commonwealth Bank of Australia (CBA), the nation's largest lender, has expressed concerns about the current surge in home loan demand, suggesting it may be contributing to escalating property prices and potential financial instability. CEO Matt Comyn emphasized that while the bank benefits from increased housing credit, a more moderate growth rate would better support long-term financial stability and housing market accessibility. - read more
RAMS Financial Group, a subsidiary of Westpac Banking Corporation, has been fined A$20 million by Australia's Federal Court for serious misconduct in its home loan practices between June 2019 and April 2023. The Australian Securities and Investments Commission (ASIC) initiated the lawsuit, citing issues such as the use of falsified payslips to approve loans, engagement with unlicensed mortgage referrers, and inadequate oversight mechanisms. - read more
Australia's 'Big Four' banks-Commonwealth Bank of Australia (CBA), Westpac, National Australia Bank (NAB), and ANZ-are strategically reducing their reliance on mortgage brokers in response to squeezed profit margins resulting from lower interest rates, rising operational costs, and intense market competition. Currently, mortgage brokers account for approximately 80% of new home loans in Australia, a significant increase from 50% six years ago. However, banks are now focusing on more profitable, in-house mortgage origination channels. - read more
In July 2025, Japanese banking giants Sumitomo Mitsui Banking Corporation (SMBC) and Mitsubishi UFJ Financial Group (MUFG) emerged as significant growth drivers in Australia's business lending sector. SMBC recorded a 4.66% increase in their business loan book, adding A$1.19 billion, while MUFG achieved a 3.63% expansion, contributing an additional A$0.62 billion. - read more
The Australian Finance Industry Association (AFIA) has recently introduced its Finance Industry Code of Practice, marking a significant advancement in the non-bank lending and specialist banking sectors. This pioneering initiative aims to establish a new standard for integrity, transparency, and fairness within the industry. - read more
Australia is currently experiencing a housing 'super cycle,' characterised by a substantial increase in demand for new homes. This surge is driven by a chronic undersupply of housing, demographic shifts, and evolving lifestyle preferences. For mortgage brokers, this trend presents a unique opportunity to expand their client base and services. Find out now if you qualify and compare rates, offers and options from multiple lenders - without a credit check! - read more
Australian non-bank lender Moneytech has announced a strategic integration with Xero, the global small business accounting platform. This partnership aims to provide small and medium-sized enterprises (SMEs) with a more efficient and streamlined process for accessing working capital. - read more
The Reserve Bank of Australia (RBA) is currently assessing whether further reductions in interest rates are necessary, following recent economic data indicating increased consumer spending and persistent inflation in certain sectors. This evaluation comes after the RBA's decision to hold the cash rate steady at 3.60% in September, subsequent to three cuts earlier in the year. - read more
Financial stress can feel like an unstoppable force, a cycle of worry that impacts not only our peace of mind but also our fiscal health. It represents the anxiety and pressure associated with the inability to meet financial obligations, be it due to unforeseen expenses, unemployment, or a plethora of other reasons. - read more
Understanding the nuances of financial health is a crucial component in the journey of loan acquisition. It is the bedrock on which potential borrowers build their case for credibility and reliability. Among the myriad of factors influencing your fiscal stability, credit scores stand out as a beacon indicating your creditworthiness to lenders. A robust credit score simplifies the path to securing loans, garnering favorable interest rates, and negotiating better terms. - read more
Your credit score is a crucial part of your financial health. Essentially, it’s a numerical representation of your creditworthiness, calculated based on your credit history. In Australia, credit scores range from 0 to 1200, with a higher score indicating better creditworthiness. - read more
Financial health refers to the state of one's personal financial situation. It encompasses a variety of factors, such as income stability, expenses control, savings, investments, and debt management. - read more
Managing debt effectively is crucial for young adults, especially as they start building their financial independence. Understanding how to manage debt properly can help you avoid financial pitfalls and set you up for a stable future. - read more
Managing debt is a cornerstone of financial wellness. Whether it's credit card debt, student loans, or a mortgage, keeping debt in check helps you maintain a healthy financial state. High levels of debt can lead to financial stress, impacting your overall well-being and limiting your ability to save for future goals. - read more
Soft inquiries are a type of credit check that does not impact your credit score. These checks occur when you or a company reviews your credit report as part of a background check, pre-approval process, or other non-lending purpose. - read more
When it comes to securing a loan, the terms you agree to can have a lasting impact on your financial wellness. It's crucial to strike a balance between finding a loan that fits your needs and maintaining a healthy credit score. This delicate equilibrium is where loan comparison tools come into play, serving as navigational aids in the vast sea of credit options. - read more
Let's dive into the essential topic of emergency funds. An emergency fund is a stash of money set aside to cover the financial surprises life throws your way. These unexpected events can include sudden unplanned repairs, medical emergencies, or job loss. - read more
Choosing the right loan can be a pivotal decision in your personal financial journey. In Australia, where a diverse range of loan options is available, selecting the loan that aligns perfectly with your needs is more crucial than ever. A judicious choice can help you fulfill your dreams—be it buying a new home, investing in education, or consolidating debt—while ensuring that the repayments remain manageable and do not lead to financial strain. - read more
Need Help Finding a Loan?
Find out now if you qualify and compare
rates, offers and options from multiple lenders - without a credit check!
All finance quotes are provided free and without obligation. We respect your
privacy.
Knowledgebase
Personal Loan: a loan that is granted for personal use, normally unsecured and granted by a lender on the borrower's integrity and capacity to repay