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Westpac CEO says banks needs to change to address community concerns

22 September 2016

Westpac Group CEO, Brian Hartzer, at a speech to the Australia Israel Chamber of Commerce in Melbourne today called for ongoing and significant changes to the way banks work with their customers.


Mr Hartzer said, “We need to recognise, that as an industry, we have a trust gap. We need to recognise that we have not met the expectations of the community. People are saying things need to change. Things do need to change. The good news is they are changing.”


Mr Hartzer pointed to changes within the industry, including the Australian Bankers’ Association’s ‘Six Point Action Plan’ which was announced in April. He said Westpac was also moving ahead with its own initiatives.


“From next month, we’re planning to remove all product related incentives across our 2,000 tellers in the Westpac branch network.


Rather, their incentives will be based entirely on customer feedback about the quality of service they received in the branch.


We are working with the Finance Sector Union and our bank tellers on implementing this new initiative.


I know our people do the right thing by customers, but I want our customers to be confident of that too.”


Mr Hartzer said Westpac was also in the process of incorporating the principles of the banking oath into its employee code of conduct.


“We are committed to closing the trust gap. We create value for Westpac when we help customers create value for themselves. That’s why I believe that over the long term, there is no gap between the interests of Westpac and the interests of our customers.”


A full copy of the AICC Speech of 22 September is available here (PDF 266KB).

For Further Information

David Lording

Corporate Affairs & Sustainability

M. 0419 683 411