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Our vision is to be one of the world’s great service companies, helping our customers, communities and people to prosper and grow. That's why Westpac Group is working with Australia’s other leading banks to ensure we provide products and services that meet our customers’ needs – today and tomorrow.


We have implemented the following initiatives to help our customers achieve their financial goals:

Have confidence that our staff are helping you achieve your goals

We were the first major bank to ensure all tellers across our branch network are incentivised solely based on customer feedback and quality of service, not the number of products they sell to customers.

If something goes wrong, we will fix it

Your Customer Advocate has been appointed to enhance our complaint resolution process. Your Customer Advocate provides an objective and independent review of the outcome of a complaint about Westpac’s service.

Improving industry culture and conduct

Westpac has implemented procedures to help identify individuals with a history of poor conduct so that they cannot move around the industry and to support whistleblowers that bring poor conduct to light.

Our ongoing commitment to you

We will continue to make improvements to how we serve our 13 million customers through implementing a wide range of initiatives. We have already made good progress in making changes for the better.

About Better Banking

Westpac Group is part of the Australian Bankers’ Association Better Banking reform program. We are committed to making changes to the way we do business to earn and keep the confidence of our customers.
 

Find out more about how we are making banking better here.