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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

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 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.
 

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

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

Products and services

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

Learn about our accessible products and services

Digital banking

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

Find out about accessible digital banking

Branch and ATM

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

Learn about Branch and ATM accessibility

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.
 

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 to our customers enabling customers to make a financial transaction on our Westpac, St George, BOM and Bank SA 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 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.