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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

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 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.

如果您在通話時希望使用粵語,我們可以安排電話口譯員為您提供幫助,不過要取決於是否能找到翻譯。您在打電話13 20 32時,只需向銀行工作人員要求安排口譯。

Dịch vụ Ngân hàng qua Điện thoại có thể thu xếp một thông dịch viên để giúp khi quý vị gọi đến chúng tôi và muốn nói tiếng Việt, tùy theo lúc có sẵn thông dịch viên. Khi gọi đến ngân hàng chúng tôi qua số 13 20 32, hãy yêu cầu có thông dịch viên người Việt.

Il nostro servizio operazioni bancarie telefoniche può procurarti un interprete se preferisci parlare in italiano, sempre che vi siano interpreti disponibili. Richiedi un interprete al personale della nostra banca quando ci chiami al numero 13 20 32.

전화 뱅킹 서비스에서 귀하가 한국어를 원하실 때 통역사를 주선하여 통화를 도와드릴 수 있습니다. 13 20 32로 저희 은행에 전화하실 때 통역사가 필요하시면 저희 직원에게 알려 주세요.

यदि आप हिंदी में बात करना चाहते हैं तो हमारी टेलिफ़ोन बैंकिंग सेवा टेलिफ़ोन पर बातचीत के दौरान आपकी मदद करने के लिए दुभाषिए का प्रबंध कर सकती है, जो अनुवादकों के उपलब्ध होने पर निर्भर करेगा। जब आप हमें
13 20 32 पर फ़ोन करें तो हमारे बैंक के स्टाफ़ से केवल आपको दुभाषिए की माँग करनी होगी। 

Jika Anda lebih suka berbicara dalam bahasa Indonesia, Layanan Perbankan Lewat Telepon kami dapat membantu. Kami akan menyambungkan Anda dengan juru bahasa Indonesia, jika tersedia. Mintalah staf bank kami untuk menyediakan juru bahasa ketika Anda menelepon kami di 13 20 32.

Si vous préférez parler français, avec le Service bancaire téléphonique, un interprète peut vous aider pendant votre appel (sous réserve de disponibilité). Il vous suffit de nous appeler au 13 20 32 et de demander un interprète à notre agent.

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(繁体),那麼辦理金融業務時可以在我們的Westpac、St George、BOM和Bank SA自動取款機上選擇中文(繁体)。

Nếu muốn dùng tiếng Việt, quý vị có thể chọn ‘Tiếng Việt’ khi thực hiện giao dịch tài chính tại các máy ATM Westpac, St George, BOM và Bank SA của chúng tôi

ذا كانت العربية هي اللغة التي تفضل التكلم بها، يمكنك اختيار العربية لإجراء معاملتك المالية بها على أجهزة ATM التابعة لـWestpac وSt George وBOM وBank SA.

Se preferisci usare l’italiano, puoi selezionare italiano per svolgere le tue operazioni bancarie sui Bancomat di Westpac, St George, BOM e Bank SA.

Westpac, St George, BOM 및 Bank SA의 ATM에서는 한국어를 선택하여 금융 거래를 하실 수 있습니다.

Westpac、St George、BOM、Bank SAのATMで日本語によるお取り引きをご希望の方は、ご利用の際に「日本語」をお選びください。

यदि आपकी पसन्द की भाषा हिंदी है तो आप हमारी Westpac, St George, BOM व Bank SA की एटीएम  मशीनों पर अपने वित्तीय लेन-देन के लिए हिंदी चुन सकते हैं।

Pilihan bahasa Indonesia tersedia saat Anda melakukan transaksi keuangan pada ATM Westpac, St George, BOM dan Bank SA kami.

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

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