MORE SUPPORT IN MOMENTS THAT MATTER - NAB's Framework for Customers Experiencing Vulnerability
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2021-2023 MORE SUPPORT IN MOMENTS THAT MATTER NAB’s Framework for Customers Experiencing Vulnerability
CONTENTS SPONSOR’S MESSAGE
Sponsor’s message�������������������������������������������������������������������������������������������2 The past 18 months have shown us that anyone can experience
vulnerability, at any time.
What is vulnerability?���������������������������������������������������������������������������������������3
Any one of us could become Our culture is built on the principles
How NAB has supported customers experiencing vulnerability�������������������4 vulnerable, at any time. of ‘excellence for customers’, ‘being
respectful’, ‘growing together’
Our 2020 bushfire season showed
and ‘owning it’. Part of that means
us that lives can change overnight.
we’re working to be an even more
Australian homes and businesses
Our Framework������������������������������������������������������������������������������������������������5 were destroyed, and even in the
inclusive and supportive bank.
Since July 2019 we’ve created
cities we breathed smoke each
new customer support lines and
morning. Whether it hit us hard
increased the accessibility of our
FOCUS AREA personally, or through our friends
products and services. It’s all about
and family, our country was
Identifying vulnerability earlier and taking action�����������������������������������������6 changed. The global pandemic
helping our customers through
tough times.
soon brought fresh challenges.
Businesses, schools and gatherings There are all sorts of ways you can
FOCUS AREA came to an abrupt halt. We’ve all be vulnerable. We are supporting
been trying to work out how to customers by offering sensitive
Reducing financial abuse���������������������������������������������������������������������������������7 cope, stay safe and adjust. guidance and practical steps
forward when it’s needed.
“We’re working
These events have hurt Australians
FOCUS AREA
personally and financially. Anita is Our renewed Framework is built to be an even
a customer of ours and her story around three key areas. Firstly,
Responding to pandemics and natural disasters �������������������������������������������8 sticks with me. She was hit by identifying customer vulnerability more inclusive
bushfires, then floods, on top of earlier and acting to address it.
temporarily losing her job due Secondly, addressing financial and supportive
to COVID-19. My colleague abuse in all its forms. Thirdly,
Contact us���������������������������������������������������������������������������������������������������������9 Monique showed great preparing for the impact of natural bank.”
compassion while supporting disasters and pandemics. To fulfil
Anita and helped get her to a our strategy, we will act in ways
better place. On page 5 you can that serve customers well and help
read their story, which brings how communities prosper.
we work at our best to life. The
Rachel Slade
past 18 months have brought our
Group Executive, Personal Banking
strategy to serve customers well
and help communities prosper
into sharp focus.
More support in moments that matter | NAB’s Framework for Customers Experiencing Vulnerability 2
Our specialist The NAB Assist Customer Support
WHAT IS VULNERABILITY? support team
Since 2019, the NAB Assist
Customer Support Hub has
Hub has supported customers
experiencing challenges with:*
supported more than 8,500
customers experiencing
vulnerability. The Customer
Support Hub brings tailored
responses to help customers
who are in difficult circumstances,
We’ve refined our definition to be clear and simple: handling their needs with extra
care. With specialist training and
coaching, our people can assist
Vulnerability is where personal circumstances with longer-term banking support
if needed and refer customers to Financial Difficulty 27%
expose a person to increased susceptibility to community support partners for
assistance when appropriate.
Family and Domestic Violence 26%
damage, harm or loss when interacting with NAB.
Scams 12%
Financial Abuse 6%
Problem Gambling 3%
Other Causes 26%
*Between 17/6/19 and 31/3/21
Vulnerability is an experience that can affect anyone, We continue to give our teams the training and tools
at any time. When we talk about customers they need to give customers the right support at the
experiencing vulnerability in the banking sector, right time. We strive to design and build products
we’re referring to the personal circumstances that and services that are inclusive and responsive to our
make it difficult to manage finances and credit or customers’ needs, whether it’s online, over the phone
do their everyday banking. This can make someone or face to face. We encourage customer feedback in
susceptible to damage, harm or loss. We know that every interaction – this helps us to improve how we
our customers could be dealing with a serious illness, do things and make customers' banking experiences
loss of a job or income, addiction, mental or physical as simple as possible.
illness, or family and domestic violence. They may
be impacted by a natural disaster and have lost their
car, home or business. They may place their trust in
another person to help them with their finances and
be financially abused. They may also have low levels of
MEET MAGRET
comprehension, difficulty remembering things and low Magret works in our Customer
levels of digital literacy. There are many variables that Support Hub.
our customers may be experiencing at any one time.1
“In my role I often talk with customers
This is why customers experiencing vulnerability need experiencing family and domestic violence.
us to recognise it and respond as soon as we can. You can hear the stresses and the pain in their
The more skilled and capable we are at recognising voice and you listen to the background noise.
the types of vulnerabilities that impact our customers, Over time, you learn to pick up on those cues.
the better positioned we are to provide extra care and Helping customers is a very rewarding part of my
take early action. job. Just making sure that in some way you are
Taking extra care of customers with excellent service changing someone’s life, bringing them the right
is made possible by our people acting with respect, solutions to their problems and empowering
empathy and compassion. them to move forward. It’s such an important
and humbling opportunity to be able to help.”
Magret, Adviser, NAB Assist Customer Support Hub
1. Our understanding of the vulnerability experience is informed by the
Vulnerability Ignition Handbook as supplied by Capital One.
More support in moments that matter | NAB’s Framework for Customers Experiencing Vulnerability 3
HOW NAB HAS SUPPORTED CUSTOMERS
EXPERIENCING VULNERABILITY
In 2019 and 2020, many people were affected by natural disasters and COVID-19,
with other challenges adding to life’s pressures.
Some of the ways that we’ve helped are:
LOANS AND RELIEF INCLUSIVE SERVICES
$3,000,000 $2,500,000,000
Pausing 130,000 Giving $3 million in Providing $2.5 Launching a new Partnering with Helping customers Releasing an Implementing
loans for customers emergency grants billion in lending $1.2 million Good Shepherd to take greater control ‘Easy Guide’ a telephone
hit by COVID-19. to bring immediate to businesses every Community Grants provide over 600 of their finances as for everyday interpreter service
With 98% of these help to customers month since 2020 scheme to support Household Relief the first Australian transaction for customers with
now back on track, impacted by the (as at 19 May 2021). natural disaster Loans of up to bank to offer a accounts using limited English
as a country we are 2020 bushfires. preparation, relief $3,000, valued at block on gambling simple, accessible that has supported
making a strong and recovery (as at over $1.2 million, transactions via the language and more than 5,600
recovery (as at 13 May 2021). as part of the mobile app. Since pictures for calls from May 2020
19 May 2021). No Interest Loan its launch customers more inclusive to February 2021.
Scheme (NILS). These have applied it to communication.
were targeted to 32,000 credit cards
those affected by and 65,000 debit
COVID-19 and on a cards with 95%
low income. keeping it on (as at
20 May 2021).
SUPPORT HUBS TEAMS AND TRAINING
21,408 calls 327 calls 4,287 calls
Building the NAB Launching the Establishing an Embedding our Providing banker Growing our
Assist Customer Colleague Financial Indigenous Customer consideration of customer support and front-line teams
Support Hub. Since Support Hub Service Line to vulnerability in our training so our by 1,000 extra
it began in 2019, to help those improve customer product governance, colleagues can roles so that
more than 8,500 experiencing support to Aboriginal including the annual better assist customers affected
customers have financial difficulty. and Torres Strait review and Customer customers by COVID-19 could
been supported Since May 2020, it Islander communities. Outcomes Framework. experiencing reach us and get
and 21,408 calls has taken 327 calls Since it began in Our design principles are vulnerability. the help they
have come through (as at 31 March 2019, 4,287 calls have inclusive of customers needed (as at
(as at 31 March 2021). been received (as at experiencing vulnerability 29 May 2020).
2021). 31 March 2021). and check points have
been added to our Change
Management system.
More support in moments that matter | NAB’s Framework for Customers Experiencing Vulnerability 4
OUR FRAMEWORK OVER THE NEXT THREE YEARS WE WILL FOCUS ON:
The 2021 – 2023 Framework for Customers FOCUS AREAS
Experiencing Vulnerability sets out NAB’s three key
focus areas and is underpinned by foundational TAKING TIME TO LISTEN
pillars. The Framework builds on our work to make
When bushfires swept through our
banking more inclusive for our customers and to
regional towns, recently separated mother of four
support customers experiencing vulnerability with
Anita* and her family were impacted significantly
better outcomes.
by the devastation this had on their home and
Responding
LEADS TO Identifying
The Framework is our strategy to meet our commitment lives. The floods and COVID-19 pandemic that Better outcomes
to customers under the Banking Code of Practice to followed further affected the family’s situation. to pandemics vulnerability
and natural for customers earlier and
be inclusive and accessible and take extra care with Like many in her community, Anita was facing experiencing
customers experiencing vulnerability. a compounding series of life events that were disasters taking action
vulnerability
damaging her health and wellbeing, ability to
The events of 2020 have demonstrated how important
work, pay bills and care for her family. During her
flexibility is to respond to emerging issues. The
first conversation with Monique at NAB, Anita
Framework enables us to adapt as our customers’ needs
seemed to carry a sense of hopelessness – she
change, while delivering on the commitments we have
had lost her job, was behind on her home loan
set for ourselves. Reducing
repayments and afraid she was also going to lose
We will continue to learn, adapt and make changes to her home. Understanding Anita’s circumstances, financial abuse
better service customers. While we’ve already made Monique took the extra care and time to listen to
some strong progress, we know that we can always her to fully understand her situation and provide
learn and do more. the help she needed. Monique nominated herself
as Anita’s portfolio manager so that she would
not have to deal with different bankers, and
helped her to develop a plan to get her back on
track financially and keep her home.
*Name has been changed
FOUNDATIONAL PILLARS
Monique, Team Leader, Customer Support Lending
Executive Data management, I nclusive product Culture shift,
governance retention and design, service capability and
privacy and change training
Executive governance Inclusive product design, service and change
The Executive Customer Committee monitors and reviews We consider the needs of customers experiencing
endeavours to drive a more intense focus on customer vulnerability to prevent problems arising and test
outcomes, with specific focus on vulnerable customers whether the changes we want to make will work
and customers in hardship. This includes monitoring for them.
progress against the Framework’s focus areas.
Culture shift, capability and training
Data management, retention and privacy Evolving the capability of our colleagues so they can
Ethically using information relating to vulnerability bring sensitivity, respect and compassion when serving
helps us to make better decisions. We do this while our customers.
respecting our customers’ privacy.
More support in moments that matter | NAB’s Framework for Customers Experiencing Vulnerability 5
FOCUS AREA
IDENTIFYING VULNERABILITY “He sounded
EARLIER AND TAKING ACTION a bit down and
like things were
hard with his
In our experience, people don’t always identify with being credit card.”
in vulnerable circumstances. Liz, Customer Adviser
It takes a lot for a person to share their story and ask We encourage customers to talk to us if they are doing
their bank for help. We know it can be difficult, but we it tough and worried about their finances.
want our customers to know that we’re here for them.
Our aims:
Identify earlier: Continue Let customers know: Update Enhance support: We will
building the capability of our information for customers on strengthen our financial support
front-line colleagues to recognise support available and review our measures and assistance with
circumstances where customers communications so we make it banking services for customers
are experiencing vulnerability. easier for customers to know help experiencing vulnerability.
We will achieve this with targeted is available.
training and resources and clear
processes for taking action,
including referring customers
to specialist teams such as the
Customer Support Hub and
Indigenous Customer Service Line.
COMPASSIONATE ACTION
In early 2021, Customer Adviser Liz spoke with a small personal loan as well as credit card debt.
one of our customers who had been stranded in She referred him to the NAB Assist Customer
a remote area due to COVID-19. This meant she Support Hub and My Coach phone counselling. After
was already alert to the likelihood that he was in calling the next day to check how he had gone, Liz
need of extra care, taking the initiative to act. “He found “he was very appreciative of me checking in.”
mentioned he was struggling. He sounded a bit
These are the types of everyday examples that show
down and like things were hard with his credit card
how our customers rely on us to help them through.
and was struggling to pay it down.” After talking
We know that we must continue to build our
together, Liz learned that he was dealing with
capability to identify when customers need our help
depression and was trying to manage paying down
most, so we can act when we need to.
More support in moments that matter | NAB’s Framework for Customers Experiencing Vulnerability 6
FOCUS AREA
REDUCING FINANCIAL ABUSE
Financial abuse is when one person exerts power
and control over another person’s finances.
Sadly, financial abuse happens between family already be experiencing vulnerability and could be
members, friends, carers and third parties. This can dependent on others. We will continue to focus on
be a hidden problem, which makes it harder to detect. preventing abuse by educating our teams on its signs
Financial abuse comes in different forms across many and taking action as soon as possible. We will empower
groups and can be perpetrated in many ways. Some our colleagues to speak up when they see that
people are more likely to suffer because they may something isn’t right and act on their suspicions.
Our aims:
Improving how Recognising the Reviewing policy Preventing abusive Providing
we detect abuse – symptoms – and processes – transaction specialised
refine our systems train colleagues identify customer descriptions – support –
to detect financial to recognise the interaction to prevent helping customers
abuse and train signs of potential opportunities for customers sending being abused
STAYING ALERT our colleagues
to recognise its
abuse by looking
for red flags and
detecting abuse
(i.e. co-borrower
abusive transaction
descriptions via
through the
Customer Support
When Robbie,* one of our older Brent noted: “Unfortunately ... aspects with a noticing signals process) and payments made Hub.
customers, visited her local NAB this happens to a lot of our focus on domestic of coercion using minimise risk through our digital
branch to order a new card, regular customers.” Brent and and family violence, resources like through digital channels. We will
banker Brent noticed some his team noticed the red flags of third party support internal financial sales and servicing block abusive
irregularities with her balance financial abuse and sensitively (POA) and elder crime guides. processes. transactions
and transactions. He knew asked customer Robbie further abuse. from being sent
Robbie didn’t own a phone, TV details. This is only one of the and engage with
or PlayStation, and yet there many examples of financial customers sending
were payments for iTunes and abuse that our customers can them.
a PlayStation network. “It very experience. Stories like this show
much didn’t seem right to me.” He why we continue to prioritise We commit to evolving our banking processes so that we can recognise when customers might be experiencing
acted on his concerns and, after financial abuse as a focus area for financial abuse. We’re also checking that NAB’s processes, services and products aren’t being used for
investigating, found that Robbie’s protecting customers who may be abusive reasons.
granddaughter had been using her experiencing vulnerability. If Brent
card to purchase items without hadn’t taken action and investigate,
permission, and that she had Robbie may still be experiencing
spent around $800. The branch financial abuse.
explained to Robbie what had *Name has been changed
happened so that she could protect
herself from this happening
again, and recouped her funds.
More support in moments that matter| NAB’s Framework for Customers Experiencing Vulnerability 7
FOCUS AREA
RESPONDING TO PANDEMICS NAB TAKES ACTION
When floods hit New South Wales and Queensland in
AND NATURAL DISASTERS March 2021, NAB quickly announced a Disaster Relief
Fund of up to $3 million. This included immediate relief
grants of $2,000 for personal, business and agriculture
customers who suffered damages. Our teams acted
with care, providing pauses on repayments and
deferrals to help our customers in every way that we
could, because we know that support is so much more
We recognise the need for rapid local support in communities than money. NAB Home Loan Specialist Rhe worked
impacted in the days and weeks after a disaster. We also recognise closely with our NAB Assist team to help get financial
relief to our customers when they needed it most. Rhe
the need for support for long-term recovery and to build resilience praised the team. “They have taken the time to listen to
the customers and their horrific stories, empathise with
against future disasters. them and show them kindness in their time of need.”
Relief loans are just one way we can help customers.
Our other support options include providing a
We understand that when natural disasters and Throughout 2019 and 2020, a large number of temporary reduced payment rrangement, a temporary
pandemics hit, our customers need us more than customers experienced the impacts of natural payment break, fee waivers and more.
ever. This can mean taking immediate action, disasters and COVID-19. Many of them were
providing relief and resolution, or putting proactive also faced with additional challenges that made
measures in place to prepare for the worst. We do these times even tougher.
this by being there for customers on the ground and Rhe, NAB Home Loan Specialist
providing fast financial relief, which may include
grants or repayment arrangements as needed.
Our aims:
Immediate relief – help Respond quickly – train Preventative – support Support customers’
business customers and teams to respond quickly higher risk customers to transition from
mortgage holders with to large-scale events increase their resilience. immediate support –
a range of financial and upskill our front- we’re working with
support measures. line bankers to support customers to take
customers on the the right steps to
ground. avoid future financial
difficulty and hardship.
More support in moments that matter | NAB’s Framework for Customers Experiencing Vulnerability 8
CONTACT US
If you are experiencing an unplanned life event or Discussing unplanned life events or vulnerability
vulnerability that impacts your ability to complete can be confronting, uncomfortable and upsetting.
your banking, or you need an interpreter, contact All these responses are understandable. If you would
our NAB Assist Customer Support Hub on like to speak to someone, you can access support
1300 308 175. by contacting:
Our NAB Indigenous Customer Service Line is Lifeline – 13 11 14 or lifeline.org.au
available at 1800 966 100 to support Aboriginal
Beyond Blue – 1300 22 4636 or beyondblue.org.au
and Torres Strait Islander customers or those living
in remote locations. If you prefer to speak in an 1800 RESPECT (family violence counselling) –
Indigenous language, we have an interpreter service 1800 737 732 or respect.org.au
that may speak your preferred language. Ask us
National Debt Helpline – 1800 007 007 or
about this service during your call.
ndh.org.au
More information can be found on NAB's
customer support:
nab.com.au/customersupport
We value feedback from our customers, colleagues
and the community. You can get in touch in many
ways. To find out more, visit: www.nab.com.au/
contact-us
Email: social.impact@nab.com.au
For general enquiries, call: 13 22 65 or chat online
to a virtual assistant
Alterative format of this document is available by
contacting accessibility@nab.com.au
© 2021 National Australia Bank Limited ABN 12 004 044 937 AFSL and Australian Credit Licence 230686. 9
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