This guideline outlines good industry practice for how banks may support and provide extra care for customers experiencing financial abuse. The guideline explains: • what financial abuse is, • how a bank may recognise that a customer is experiencing financial abuse, and • the steps a bank may take to help when they are aware… Read more »
This guideline outlines good industry practice for how banks can support and provide extra care for customers experiencing financial difficulty.
This guideline outlines good industry practice for how banks can take extra care with customers experiencing vulnerability. It explains: • what vulnerability can look like, • how a bank may recognise that a customer is experiencing vulnerability and identify their needs, • what personal information is appropriate and permissible to record to enable the bank… Read more »
The recently updated Branch Closure Support Protocol is an enforceable industry standard designed to improve transparency, ensure better communication, and improve customer support when bank branches close.
These guiding principles are designed to assist banks when designing, appointing and reviewing the role of Customer Advocate. Customer Advocates should be a voice for customers within their bank. They should endeavour to make things easier for bank customers by helping to facilitate fair outcomes and minimising the likelihood of future problems. ABA Customer Advocates… Read more »
**This information is now found in Appendix 3 – Industry Guideline: Sale of unsecured debt*** ABA member banks will not sell debt if: the debt is statute-barred, or the customer is in the process of disputing that they owe the debt and the bank has not yet finalised its consideration of the issue.
Responding to requests from a power of attorney or court-appointed administrator. This industry guideline: Explains how financial powers of attorney and court-appointed administrator arrangements apply to banks’ relationships with their customers, and Outlines a framework that banks can use to consistently manage requests from attorneys and administrators. The ABA encourages members to use this guideline… Read more »