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Fair Conduct Programme.
As a Westpac customer, you’re at the heart of everything we do and our Fair Conduct Programme is how we make sure you are treated fairly. It brings together the policies, processes, systems and controls that enable us to deliver great customer outcomes and meet our regulatory obligations.
We regularly review our Fair Conduct Programme to make sure it remains effective, relevant, and fit for purpose. Our Board of Directors oversees the programme.
Here's some key points:
Products and services designed for you
We’re committed to designing products and services that meet our customers’ needs. We regularly review and monitor our products and services for fairness, and provide clear, transparent information to help you make informed decisions.
Making banking accessible
We aim to make our products and services easily accessible to everyone. You can bank with us in person at one of our many nationwide branches, over the phone, or online using Westpac One® digital banking.
Our branches and ATMs are designed to support accessible banking and we’re proud to be New Zealand’s first dementia friendly bank, with support from Dementia New Zealand. Find out more about accessible banking, including the free language services we offer.
Keeping you and your money safe
We take security seriously. That means identifying and resolving issues quickly, protecting your privacy, and maintaining secure systems. We use sophisticated fraud detection technology, and our dedicated team works 24/7 to monitor and prevent fraudulent payments. CardGuard® security gives you extra peace of mind.
Our people
We train and support our team to deliver fair customer outcomes, and they’re guided by our code of conduct, which sets clear expectations to always do the right thing and put our customers first.
Here’s how you can get in touch with us.
We know that things don’t always go as planned. If you’re unhappy with something we’ve done, or haven’t done, we want to hear about it so we can fix it.
Submit a complaint through our website
Call, visit or email us to make a complaint
If you’re still not happy after we’ve investigated your complaint, the Banking Ombudsman provides a free and independent service to help resolve disputes between banks and customers.
You can find more information about the Banking Ombudsman Scheme on their website or contact them directly at 0800 805 950.