Disability Action Plan

We have worked with other member banks through the Australian Bankers’ Association (ABA), the Human Rights and Equal Opportunity Commission (HREOC), and various community groups to develop and implement industry-wide voluntary Disability Standards.

The collaborative work already undertaken has formed the basis for our Disability Action Plan (DAP). Our DAP provides the ongoing framework for improving customer access to our services and for giving our people with disabilities a better work environment. The goal of our DAP is to achieve greater awareness amongst our customers and oue people of the principle of inclusion that underpins our service and employment philosophy.

In developing our DAP, we set-up a working group consisting of senior employees from across our organisation to assess all customer access points and identify areas where we could improve our service for customers with disabilities. As part of the process, a review of our service covering ATM’s, EFTPOS, telephone banking and internet banking was undertaken and assessed against banking industry standards. The areas for improvement identified were submitted to the working group for review and have been included in the DAP.

Some of the access that the Commonwealth Bank provides for customers with a disability includes:

• Telephone typewriter service
• Tactile ATM keypads
• Audio-enabled ATMs
• Easier frontal access ATMs
• Braille statements.

We are pleased with the progress being made against the goals we have set for ourselves and are working through the DAP to deliver our customers and people with disabilities a better experience through improved access to our services.

View our Disability Action Plan.