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Our Customers
Putting our customers first
Better opening hours
It stands to reason that regular business hours aren't always convenient for our customers. That's why we open early on pension days, don't close on Bank Holidays and have selected branches open on Saturdays.
Assistance for hearing and vision impaired customers
We provide a variety of accessibility options for our deaf, hearing impaired and speech impaired customers such as, links to the National Relay Service and access to interpreters through the various State Deaf Societies. For our vision impaired customers, our Internet banking service is compatible with screen reading software, and a large number of our ATMs are equipped with tactile keypads and text-to-voice capability. In addition, we're part of the Australian Bankers' Association Disabled Access Working Group.
- Download the Talking ATM User Guide - this version is compatible with text to speech software
- Download the Talking ATM User Guide - this version includes diagrams and formatting and is not compatible with text to speech software
Multi-lingual ATMs
By installing Korean, Italian, simplified Chinese, traditional Chinese, Filipino and Vietnamese options in our ATMs throughout NSW, QLD, VIC and WA, we've made certain language is no barrier to customer satisfaction.
Discounted banking for community groups
We offer a range of products for those with special needs, including discounted banking for pensioner account holders, physically and mentally disabled customers, students, concession cardholders and not-for-profit organisations, plus specialised services for our rural customers.
Support for those in financial hardship
We provide support to individuals and families in financial crisis, through the Wesley Mission Credit Line consumer education program. The program provides guidelines for managing money, including common financial pitfalls to avoid.
In addition, in partnership with Wesley Mission we also provide consumer education materials including:
- 103 tips for tough times
- Are things getting out of hand
- Budgeting principles
- Preparing a money Plan
- Relationship debt
- What to do if in financial difficulties
These materials are provided to community groups and are available on the Wesley Mission Credit Line website.
The St.George Assist program also provides assistance to customers who are facing financial difficulty with their St.George accounts. Please click here to find out more.
Resolving complaints quickly and fairly
We rely on customer feedback to continually improve the service we provide. We encourage open lines of communication with our customers and want to hear their suggestions for improvement.
If a customer has a concern or complaint we ask them to speak with our staff at their local branch or to call our Customer Contact Centre. If the customer doesn't feel that their issue has been satisfactorily resoved they can then call our Customer Relations team.
In the event that a customer is still not satisfied they may escalate their complaint or concern to our Banking and Financial Services Ombudsman, who will assist individuals and small business customers resolve problems and disputes. This service is free for individual bank customers. The Ombudsman can assist with claims for financial loss less than $250,000.
For more information please visit our Customer Relations page.
Corporate and consumer lending practices
St.George has an outstanding record of credit quality. Specialised risk assessment models, systems and policies help us to deliver the best outcome for our customers and the Bank.
We also have policies and processes in place to support those customers who encounter financial hardship.
Our strong performance demonstrates our high standards and commitment to responsible lending practices.
Providing a safe and secure place to bank
Our customer's security and the safeguarding of their information are important to us. We protect our customers against fraud and keep their personal banking details secure by providing leading edge, industry standard technology and processes. Our advanced computer systems are designed to detect possible fraudulent transactions.
Children and money
We recognise the importance of teaching our children to establish good savings habits while they are young, and that's why we've developed a range of tips to help parents teach their children about money.
For more information visit our Youth and Student Banking page.
Our Incentive Saver account is a great way to get children started on their savings plans. The account rewards you for your savings. By simply making one deposit (and no withdrawals) each calender month, account holders will earn a bonus rate of interest on their savings.
Market leading products and services
At St.George, we're always doing what we can to give our customers the best possible service and the greatest range of products. When our customers are happy, we know we're getting it right.
It seems that other people have noticed that as well. Here's a list of some of awards we've won so far this year.
