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Accessibility Action Plan

Westpac Group is committed to creating an environment where our customers, community and people feel safe and comfortable sharing information about their individual requirements with us, confident we will respect those requirements and cater for them wherever we can.

At Westpac we do not consider accessibility as a separate component that needs to be managed. Accessibility is embedded in all aspects of how we do business with our customers, the community and our people.


Our purpose for Accessibility is linked to our service led Business Strategy and together with consideration of individual requirements, it is inherent in two priority execution areas, the Service Revolution and the Workforce Revolution.


Refreshing our Accessibility Action Plan every few years provides us the opportunity to critically reflect on how we are supporting people with disability as part of our broader agenda of making inclusion a priority for the Westpac Group.


When it came to setting the bar higher for how we embed accessibility into the DNA of our business through refreshing our Accessibility Action Plan for 2017-2020, we spent a lot of time asking questions. We wanted to know what the gaps were and where we could do more in line with our purpose which is Helping Australians Succeed. It’s what we do, who we are and why we come to work every day.


We received a wide range of input and suggestions in line with our accessibility strategy and purpose. From our ABLE (“Assisting Better Lives for Everyone”) Employee Action Group and its over 650 employees championing accessibility; to the Australian Network on Disability – which we are proud to be a founding and Platinum Member of; our Accessibility Action Plan Governance Committee and our regular employee surveys.

These have been tested and refined, and presented in this Plan as having impact in the areas of:

  • Management Foundations – Ensure we have the policies, principles and processes in place to embed accessibility in all parts of our business.
  • Our Customers – Ensure our channels, and products and services are accessible and we provide training and support for customers to grow their financial independence.
  • Our People – Provide our people with the training and resources they need to bring their whole selves to work and to ensure they understand and meet the accessibility requirements of all our customers.
  • Our Community –Provide support and opportunities for Australian organisations to increase employment development and support for people with disability

Find out more