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Accessible banking.
We’re here to help all customers with their banking, working to provide products and services that are accessible and inclusive.
Our commitment to accessibility and inclusion.
Inclusion is at the heart of how we care for our customers, our people and our communities.
One in six New Zealanders lives with a disability, including those who are neurodivergent, and we are all likely to experience access needs at some point in life –personally or when supporting someone we care for.
We’re committed to making banking safer, more accessible and inclusive for everyone. We’re proud to be Aotearoa’s first Dementia Friendly bank, to hold the Accessibility Tick , and to support the Hidden Disabilities Sunflower programme – and we know there’s more to do.
Let us know about your access needs.
If you have ongoing support needs, you can ask us to add an Extra Care Indicator to your profile. This let’s our team know about your situation, so you don’t need to explain it every time you contact us.
You can talk to us about adding this by visiting a branch or calling us on 0800 400 600.
Ways to bank with us.
You can bank with us online, by phone or in person. We’ve highlighted key accessibility features across our services. Learn how to securely bank and make payments with Westpac
Digital banking.
We’re making our digital services more accessible for everyone. We aim to meet at least AA in the Web Content Accessibility Guidelines (WCAG) and to keep improving.
In the Westpac One app you can:
- Log in using Face ID, fingerprint, or a 5-digit PIN
- Manage and use your card
- Share your account details
- Get a text if a payment fails, or an update of your account balances
- Change your account image and reorder your accounts
- Set or change your card PIN
- Block your card
- Copy card details (screen-reader friendly)
You can also adjust the font size on your phone or tablet in the settings – increasing font size or using zoom can make the app easier to use. Check out these how to guides:
Our cards.
We’ve designed our cards with accessibility in mind to support ease of use - especially for blind and low-vision customers with features like:
- A notch to identify one end of the card
- Bold and larger card numbers
- Braille for card identification.
These features were shaped by feedback from customers with accessibility needs. Learn more about our card designs
Learn about Westpac’s different card products, and how to pay with your digital card
Our branches, ATMs & contact centres.
Our branches and ATMs are designed with accessibility in mind, with the support of Dementia New Zealand. At most branches you’ll find:
- Clear signage and consistent layout
- Automated glass doors at the main entrance (in most branches)
- Non-slip, non-shine flooring
- At least one wheelchair accessible counter (in most branches)
- High visibility lighting and signage at counters, meeting rooms and waiting areas
- Accessible furniture in waiting areas, including chairs with arms, low coffee tables, and quiet spaces
- Flexible service – our team can assist customers from any area of the branch
- Our teams also receive regular training to help them recognise when a customer may need additional support.
ATMs
Our ATMs are designed for easy access and use. They include features such as:
- Audio assistance for withdrawing cash and checking account balances, using wired headphones
- Tactile markers on PIN pads, including a raised 'pip' on the 5 key, and 'X' on the cancel button, and an 'O' on the OK button
- Most are designed to accommodate wheelchair access
- Many are located inside branches where our team can help during opening hours
- LED lighting to improve visibility for after hours banking
- Language options include Chinese (simplified), Te Reo Māori, Waikato Te Reo dialect, Samoan, Tongan, and Hindi.
Contact centres
Our contact centres are available on 0800 400 600.
We’re here to help:
- From 7am to 8pm weekdays
- From 8am to 5pm on weekends and public holidays
- Customers aged 65 and over are automatically prioritised in the call queue
- For faster service, call from your registered mobile number or have your customer ID ready
- We have extra support available to help with any language or communication barriers.
Language and communication support.
We offer services to help you bank in a way that’s clear, safe and works for you.
If English isn’t your first language
Across our network, team members speak more than 50 languages. We also partner with a phone-based interpreting service that supports over 190 languages.
To access this service, you can:
- Call our contact centre on 0800 400 600 and ask for an interpreter in your preferred language
- Or visit one of our branches and we can arrange for an interpreter to join the conversation by phone
- You're always welcome to bring a support person to a branch appointment or phone call.
Support for Deaf, hard of hearing, or speech communication difficulties
We partner with iSign and welcome the use of the New Zealand Relay service.
New Zealand Sign Language support (iSign)
We offer free in person appointments with a New Zealand Sign Language interpreter.
To book an appointment you can:
- Contacting iSign directly, to help arrange the appointment
- Visit one of our branches or call us on 0800 400 600, or email us on customer_support@westpac.co.nz requesting an iSign interpreter
New Zealand Relay support
We support New Zealand Relay - a free service for people who use New Zealand Sign Language are Deaf, deafblind, hard of hearing, or have speech communication difficulties.
New Zealand Relay connects you to us through a private three-way call.
To learn more, get help using the service, or book an interpreter in advance, visit New Zealand Relay service .
Easy Read guides
We’ve created Easy Read guides to help explain important topics, using clear language and helpful images.
Scams (PDF)
Talks about scams and tricks criminals use to get your money or personal details.
Financial Difficulty (PDF)
Tells you about where to get help with money problems.
Family Harm and Financial Abuse (PDF)
Talks about family harm and protecting yourself from financial abuse which means someone uses your money to control you or when you don’t want them to.
Elder Financial Abuse (PDF)
Talks about how to protect older people from financial abuse.
Making a Complaint (PDF)
Talks about what to do if you're unhappy with our banking services.
We’re here to help.
Our commitment to progress.
We’re working on improving accessibility in banking guided by insights from disabled people. The Westpac NZ Disability & Inclusion in Banking Report highlights where progress is needed and helps shape our ongoing work.
Industry collaboration
We work with the New Zealand Banking Association (NZBA) and other partners to support accessible banking. We follow the NZBA Older and Disabled Customer Guidelines, which help banks better meet customers' needs.
Our community partnerships
We’re proud to partner with organisations that bring valuable expertise and lived experience to help shape more accessible services. Our key partners include:
