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Customer protection

Find out what actions banks take to protect their customers and what actions customers should take to protect themselves. More information is available in the Security and Fraud Prevention section of our website.

Rights and responsibilities

Your bank has made a number of obligations to you:

  • Your money is safe and secure
  • Your information will be maintained with confidentiality
  • You will receive changes to terms and conditions and fees and charges
  • You will receive information about banking services
  • You will receive a statement of account
  • You can utilise direct debits
  • You will have access to fair debt collection and complaints handling procedures

Banking and financial services regulation and voluntary codes of conduct are in place to protect consumers.

Bank customers should be aware of their rights and responsibilities when they are conducting bank transactions.

For more information, see Code of Banking Practice and Industry Standards and the ePayments Code.

Resolving a dispute

If you’re not happy with a bank product or service, your first step is to contact your bank to tell them about your problem. If you don’t think the bank has resolved your problem to your satisfaction, then you can make a complaint to the Australian Financial Complaints Authority.

Banks and privacy

The ABA and its member banks believe that an individual's right to keep their personal information private is very important, and are committed to protecting and maintaining the privacy, accuracy and security of personal and financial information.  Every ABA member has a Privacy Policy, which generally can be found on their websites, or you can contact your bank and request a copy.

Code of Banking Practice
The Code is a voluntary code that sets out standards of disclosure and conduct which subscribing banks agree to observe when dealing with their customers. For a copy of the Code freecall 1800 009 180 and we will send you a hard copy in the mail.

Unclaimed Balances

Don’t worry if you have forgotten about the existence of a bank account – banks keep account records so that the money can be tracked down and returned to you at any time.

Commonwealth Government legislation (Section 69 of the Banking Act 1959) governs unclaimed monies. Currently banks are required by law to transfer accounts with a balance of $500 or more that have not had a customer initiated deposit or withdrawal for the last seven years to Commonwealth Treasury.  The law states the transfer must occur. However, the bank will always try to make contact with you before they send your funds to Commonwealth Treasury.
Visit the Australian Securities and Investments Commission website to search their database for unclaimed funds.

What’s new

A sensible path forward for Open Banking
10 May 2018
Open Banking will allow customers, at their request, to share their personal information with other financial institutions to allow them to find a better deal on expenses such as electricity bills, telecommunications and other items.
Download PDF

ABA blog

Listening to Regional Australia
Anna Bligh, ABA CEO, Australian Banking Association
Read more 22 Jan 2019

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