Access & Inclusion
Our accessibility statement
Westpac is committed to providing accessible products and services for customers with disability.
To meet the accessibility needs of our customers, we're continually testing and improving our websites and striving to meet the Web Content Accessibility Guidelines (WCAG) 2.1 AA. We also do our best to ensure our products and services are also reviewed and tested, ensuring our customers can access them independently. To find out more, read our Access and Inclusion Plan.
Contact us
If you want to chat with a Customer Care representative, call us on 13 20 32 8am – 8pm Sydney Time, 7 days from anywhere in Australia.
If you have a vision impairment or have mobility issues using smart devices, you can get in touch with our Customer Care team on (02) 9155 7714. Please have your 8-digit Customer ID and 3-digit Access Code or account information on hand so our friendly Customer Care representative can help you.
If you are deaf and/or find it hard hearing or speaking with people who use a phone, you can reach us through the National Relay Service (NRS). You will need to register with the NRS prior to utilising their service.
- TTY users, phone 133 677 then ask for 132 032
- Voice Relay users, phone 1300 555 727 then ask for 132 032
- NRS Chat users, connect to the NRS then ask for 132 032
Feedback and complaints
We welcome your feedback and complaints on accessibility. Find out more about how you can provide feedback or lodge a complaint.
Our public complaints policy
Our public complaints policy 'Let us know what you think' (PDF 409KB) explains;
- how you may lodge a complaint;
- the options available to assist customers who may need additional assistance to lodge a complaint;
- our key steps for dealing with complaints, including acknowledgement, assessment and investigation, and provision of an Internal Dispute Resolution (IDR) response;
- response timeframes; and
- details about accessing Australian Financial Complaints Authority (AFCA) where a complaint is not resolved.
You can see our large font version of our public complaints policy Let us know what you think – large font (PDF 87KB)
Accessible features
English as a second language
Telephone banking and interpreter service
Prefer a language other than English? We can help. Our Telephone Banking Service can arrange for an interpreter to help you with your call should you prefer speaking in your preferred language, subject to availability of translator(s). Simply ask our bank staff for an interpreter when you call us on 13 20 32.
Additional languages on our ATMs
We have made our ATMs easier to use for customers who may prefer a language other than English. Our ATMS offer 9 additional languages to our customers enabling customers to make a financial transaction on our Westpac, St George, BOM and Bank SA ATMs.
Easy English guides
We’ve translated key documents into Easy English, a style of writing that helps people with a range of communication needs to understand important information. This guide explains how to get help from an interpreter.
If you need to, you can get someone to help you:
- Read this guide.
- Understand what this guide is about.
- Find more information.
Download the Easy English guides
Share account access
With Online Banking, you can choose to share access to your accounts with family members or trusted professionals while maintaining control of what they can see and do.
Find out more about sharing account access.
Customers in need of extra care
We know our customers will need support in different ways, at different times in their lives. Here is how we can help if you, or someone close to you, is in need of extra care.
Find out more by visiting customers in need of extra care.
Things you should know
iPhone and Face ID are trademarks of Apple Inc., registered in the U.S. and other countries.