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Banking Accessibility

Ensuring banking access for all Australians

The Australian banking industry is committed to ensuring the accessibility of all banking products and services for all people, including those with disability.

When it comes to banking, every customer counts, and banks wanted to make sure that their apps, ATMs, online services, in branch services and any other banking related products were accessible to all Australians.

Accessibility Principles

To help keep up with rapidly changing technological advancements, the Principles will be reviewed every two years.

The principles ensure that banking services in Australia are optimally placed to deliver the best accessibility and inclusive experience for their users.

The three dimensions to inclusive design encompass:

  1. Recognise diversity and uniqueness
  2. Inclusive process and tools: include people from diverse groups, with diverse needs and perspectives, into product and service design
  3. Broader beneficial impact: takes into consideration the context and environment and seeks solutions that benefit everyone through flexibility, adaption and personalisation.

Ensuring an inclusive experience

The Accessibility Principles for Banking Services ensure banking services in Australia are optimally placed to deliver the best accessibility and inclusive experience for their users. Employing an inclusive design methodology for the development of products and services is critical to this outcome.

The Accessibility Principles for Banking Services (PDF) are based around Universal Design Principles and WCAG Principles. A Word document version (DOC) is also available for download as well as a printable summary brochure (PDF) of the Accessibility Principles for Banking Services.

Download PDF

Accessible Authentication

Financial institutions should ensure that authentication technologies are accessible to all customers, or where this is not possible, a human-based alternative authentication system needs to provide equivalent amenity and convenience.

Download the The Guiding Principles for Accessible Authentication (as an accessible PDF).

Download the The Guiding Principles for Accessible Authentication (as an accessible word .doc)

Indigenous accessibility

The banking industry recognises that many Indigenous Australians face significant social, economic and financial disadvantage. The ABA and member banks work closely with Indigenous groups and government on improving money management, financial literacy skills and business enterprise within Indigenous communities.



Indigenous Accessibility

The ABA’s Indigenous Statement of Commitment, revised in July 2015, outlines how the retail banking industry may make a difference for Indigenous Australians and their communities.
It details banks’ efforts to improve Indigenous Australians’ financial literacy levels, employment opportunities and their access to banking services.

In 2007, the ABA released its first Indigenous Statement of Commitment, to coincide with the 40th anniversary of the 1967 referendum that acknowledged Aboriginal and Torres Strait Islander people as Australian citizens, by including them in the national census of the Australian population.

A number of banks have in place programs and activities that focus on providing financial literacy training and financial inclusion strategies to Indigenous Australians and their communities. These include money management projects, matched savings programs, financial counseling partnerships, e-learning grants to Indigenous schools, Indigenous business enterprise development support, and Indigenous community worker training.

The major banks also have Indigenous employment, traineeship and scholarship programs.

Find out more information about banks’ Indigenous Reconciliation action plans:

The banking industry has worked with the Federal Government on an agreement to provide fee-free ATM transactions for bank customers in selected very remote Indigenous communities.

The participating banks include: ANZ, BankSA, Bank of Melbourne, Bankwest, Bendigo and Adelaide Bank Limited, BOQ, Citibank, Commonwealth Bank, HSBC, ING, ME Bank, NAB, St. George, Suncorp and Westpac.

There are 85 ATMs identified as meeting the eligibility criteria which are operated by the participating independent ATM deployers. A full list of these ATMs is available here.

The ABA has partnered with the Australian Securities and Investments Commission (ASIC) to produce a booklet “Dealing with Book Up: Key Facts”, which provides helpful information about book up practices to assist community workers ensure Indigenous Australians are not vulnerable to store owners and others taking their money.

Book up lets you buy food or other items you need from the shop and pay for them later. When you buy something with book up, you usually have to give the store owner your bank card.

For more information about Book Up, go to ASIC’s MoneySmart website.