page top

Code of Practice

Attention: open in a new window. Print

Over 4 million Australians are members of Customer owned banking institutions. We meet the same regulatory standards as the larger banks and are prudent and strong financial service providers.

Contact Us

The difference between a mutual bank and a larger, publicly listed Bank is our guarantee to serve our Members first. We have worked closely with the Customer Owned Banking Association (the governing body of Australian Mutual Banks, Credit Unions and building societies) to develop the Customer Owned Banking Code of Practice.

What is the Customer Owned Banking Code of Practice?

The Code is an important public statement of the value we place on improving the financial well-being of our members and the education of the community. It reinforces our commitment to:

  • the benefits of mutuality
  • community involvement
  • fairer fees
  • customer or member service

How does it affect you?

The Customer Owned Banking Code of Practice is how we deliver on our guarantee to serve our members first. Our 10 key promises to you outline how we do this.

Our 10 key promises to you

  1. We will be fair and ethical in our dealings with you.
  2. We will focus on our members.
  3. We will give you clear information about our products and services.
  4. We will be responsible lenders.
  5. We will deliver high customer service and standards.
  6. We will deal fairly with any complaints.
  7. We will recognise member rights as owners.
  8. We will comply with our legal and industry obligations.
  9. We will recognise our impact on the wider community.
  10. We will support and promote this Code of Practice.
  You might be interested in: