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Principles, Guidelines & Protocols

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Fact Sheet: Seeking eligible interest holder consent from your bank
22 November 2022

This document aims to help farm businesses understand the process your bank will undertake when providing consent for a carbon or biodiversity projects through a state based or federal government scheme.

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Accessibility Principles
5 September 2022

Accessibility Principles for Banking Services. The principles within this document ensure banking services in Australia are optimally placed to deliver the best accessibility and inclusive experience for their users. The banking industry is committed to ensuring the accessibility of all banking products and services for all people, including people with disability. The new Banking Code… Read more »

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Branch Closure Protocols
5 September 2022

The Transaction Services and Branch Closure Protocol (the Protocol) provides a guideline of the minimum standards of service delivery in the event of closing branches in the applicable classes. This Protocol applies to the closure of branches in the Inner regional, Outer regional, Remote, Very remote and Migratory classes only if there is not another… Read more »

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ABA Sanctions Guidelines
5 September 2022

These ABA Sanctions Guidelines are intended for Australian Banking Association (ABA) member banks. The guidelines are not legally binding. They aim to set out good industry practice for ABA members and their staff in relation to sanctions requirements. These Guidelines are limited to obligations applicable to Australian financial institutions under Australian sanctions laws administered by… Read more »

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ABA Competition Law Policy and Protocol
5 September 2022

It is the policy and objective of the ABA and its Council, and each of its member banks, to observe and strictly comply with all applicable provisions of the CCA with respect to the conduct of the ABA Activities or any other applicable instruments, such as authorisations granted by the Australian Competition and Consumer Commission…. Read more »

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ABA Industry Guideline: Financial Difficulty
26 October 2021

This industry guideline: explains how the Commonwealth consumer protection laws and the Banking Code of Practice apply to banks’ financial difficulty programs. provides practical guidance on what banks can do to meet these obligations when dealing with customers who may be experiencing financial difficulty. outlines a framework for banks that balances the need for consistent,… Read more »

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Customer Advocate Guiding Principles
1 July 2021

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 »

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Guiding Principles Lenders Mortgage Insurance (LMI)
22 June 2021

These guiding principles outline measures in place to help customers understand Lenders Mortgage Insurance (LMI), understand the default / LMI claim process, and the consumer protections in the shortfall debt recovery process.  These voluntary principles complement the provisions of the Banking Code of Practice (the Code) set out in Chapter 19 (LMI), Chapter 41 (we… Read more »

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Family Domestic Violence (FDV) Guidelines
21 April 2021

ABA Family Domestic Violence Industry Guideline updated and released in 2021. The guideline acknowledges that banks play a role in working with customers to support them with their banking needs where they are affected by family and domestic violence. However, it is not the role of banks to deal with the broader implications of family… Read more »

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Financial Abuse Industry Guideline
22 February 2021

Preventing and responding to financial abuse (including elder financial abuse) This industry guideline:  Explains what financial abuse can look like and how it can impact customers and a bank’s relationship with their customers; and Outlines a framework for banks to raise awareness and promote consistent arrangements to deal with suspected cases of financial abuse This… Read more »

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