Initiatives

Help takes service to the next level.

Westpac’s vision is to be one of the world’s great service companies. ‘Our Service Promise’ sets out what it means to deliver consistently great service for you in every customer engagement. It’s our commitment to help you.

Help puts things right.

We’ve gone looking for out-dated products and services that just don’t add up and we’re systematically getting rid of them, or developing new products that help you.

Help fights fraudsters.

With Westpac Protect, we are working hard to ensure you are secured against fraudsters 24/7.
If there’s irregular activity on your account, we’ll text you straight away, and with our Fraud Money Back Guarantee, you can relax knowing you’ll be reimbursed if you are the victim of fraud.

Conditions apply

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Help doesn’t cost $2.50.

In response to our customers’ feedback, Westpac has abolished withdrawal fees on all of our ATMs. Westpac Group customers were not charged for using our ATMs, and we’re now extending this to help customers of other banks. Now anyone withdrawing money from our 2,925 ATMs will not be charged. 

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Help removes fees.

Along with ATM fees, we've also removed transaction fees from our everyday personal bank accounts.  So every customer – new or old – is getting a fair go when they bank with us.

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Help keeps things simple.

The new Westpac Lite Card doesn’t have the bells and whistles of other credit cards. It just pays for things –plain and simple – which means you get our lowest purchase rate of 9.90%.

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Help puts people before process.

We are working hard to simplify things, so that we can make decisions quicker and respond to your questions, issues or requests for help as soon as possible.

Help wants to get better.

Our branch staff are incentivised on how well customers like you rate their service, not what they sell.

Help listens.

These are just some of the ways we’re delivering on 'Our Service Promise'. But the key is listening to you. Please, keep telling us what you think so we can help to give you the best experience possible.

Contact us