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Our accessibility statement

Westpac is committed to providing accessible products, services and collateral for customers with disability.

To meet the accessibility needs of our customers, we're continually testing and improving our websites, striving to meet the Web Content Accessibility Guidelines (WCAG) 2.2 AA and AAA where feasible. We also do our best to ensure our products, services and collateral are created, reviewed, and tested, ensuring customers can independently access them. To find out more, read or listen to our Access and Inclusion Plan.

Accessible features

Products and services

Learn more about how we’re making our products and services more accessible and inclusive.

Learn about our accessible products and services

Digital banking

Learn more about how we’re making our digital platforms accessible and inclusive.

Find out about accessible digital banking

Branch and ATM

Learn more about how we’ve made our ATM functions and branch facilities more accessible and inclusive.

Learn about Branch and ATM accessibility

Contact us

National Relay Service

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, mobility, learning or cognitive disability that prevents you using smart devices, you can get in touch with our Customer Care team on (02) 9155 7714. If you know your 8-digit Customer ID and 3-digit Access Code or account information please have it ready to enable our friendly Customer Care representatives to help you.

Westpac welcomes calls through the National Relay Service. If you are deaf, hard of hearing, or have speech/communication difficulty, choose your access option detailed on the National Relay Service and provide our phone number (02) 9155 7714 when asked by the Relay Officer.

Communicating with us


If you rely on Auslan for an in-depth financial conversation, our Customer Service team can arrange an Auslan interpreter to attend your preferred branch or virtually at the arranged date and time, subject to availability of an interpreter.   

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.

International interpreter graphic

希望使⽤英语以外的其他语⾔?我们可以帮助您。如果您希望⽤普通话通话,只要有可能,我们就会安排⼝译员帮您打电 话。您在打电话13 20 32时,只要请银⾏⼯作⼈员帮您安排⼝译就⾏了。

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 for our customers, enabling them to make a financial transaction on our Westpac, St.George, BOM and BankSA ATMs.

如果希望使用中文(简体),那么办理金融业务时可以在我们的Westpac、St George、BOM和Bank SA自动取款机上选择中文(简体)。

Easy English guides

Easy English Guides Symbol

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 guide

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

Feedback and complaints

Feedback and chat symbol

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

Let us know what you think (PDF 409KB)
Let us know what you think – large font (PDF 87KB)

Our public complaints policy 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.


Things you should know

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