This document aims to provide an overview for financial counsellors and caseworkers of the steps banks take to communicate with residents that are not their customers (including tenants and family members) during a foreclosure process.
The recently updated Branch Closure Support Protocol is an enforceable industry standard designed to improve transparency, ensure better communication, and improve customer support when bank branches close.
This document aims to help farm businesses understand the process your bank will undertake when providing consent for a carbon or biodiversity projects through a state based or federal government scheme.
The ABA is currently in the process of reviewing the Accessibility principles to ensure they remain reflective of best practice. Read more >> Accessibility Principles for Banking Services. The principles within this document ensure banking services in Australia are optimally placed to deliver the best accessibility and inclusive experience for their users. The banking industry… Read more »
This version of the Protocol has been superseded, to access the new Branch Closure Support Protocol please click here The Transaction Services and Branch Closure Protocol (the Protocol) provides a guideline of the minimum standards of service delivery in the event of closing branches in the applicable classes. This Protocol applies to the closure of… Read more »
These ABA Sanctions Guidelines are intended for Australian Banking Association (ABA) member banks. The guidelines are not legally binding. They aim to set out good industry practice for ABA members and their staff in relation to sanctions requirements. These Guidelines are limited to obligations applicable to Australian financial institutions under Australian sanctions laws administered by… Read more »
It is the policy and objective of the ABA and its Council, and each of its member banks, to observe and strictly comply with all applicable provisions of the CCA with respect to the conduct of the ABA Activities or any other applicable instruments, such as authorisations granted by the Australian Competition and Consumer Commission…. Read more »
This industry guideline: explains how the Commonwealth consumer protection laws and the Banking Code of Practice apply to banks’ financial difficulty programs. provides practical guidance on what banks can do to meet these obligations when dealing with customers who may be experiencing financial difficulty. outlines a framework for banks that balances the need for consistent,… Read more »
These guiding principles are designed to assist banks when designing, appointing and reviewing the role of Customer Advocate. Customer Advocates should be a voice for customers within their bank. They should endeavour to make things easier for bank customers by helping to facilitate fair outcomes and minimising the likelihood of future problems. ABA Customer Advocates… Read more »
These guiding principles outline measures in place to help customers understand Lenders Mortgage Insurance (LMI), understand the default / LMI claim process, and the consumer protections in the shortfall debt recovery process. These voluntary principles complement the provisions of the Banking Code of Practice (the Code) set out in Chapter 19 (LMI), Chapter 41 (we… Read more »