NAB's Framework FOR CUSTOMERS EXPERIENCING VULNERABILITY - Support in moments that matter Inclusive banking services

Page created by Isaac Gill
 
CONTINUE READING
NAB's Framework FOR CUSTOMERS EXPERIENCING VULNERABILITY - Support in moments that matter Inclusive banking services
2019 – 2020

NAB’s Framework
FOR CUSTOMERS
EXPERIENCING
VULNERABILITY
Support in moments that matter
Inclusive banking services
NAB's Framework FOR CUSTOMERS EXPERIENCING VULNERABILITY - Support in moments that matter Inclusive banking services
EXECUTIVE SPONSOR MESSAGE
As a major Australian bank, we take our responsibility to
society very seriously. We know we need to do, and be, better.
We want to support all our customers to thrive and to be all
that they can be. And we want to take significant steps to
support customers who are at greater risk of harm or loss due
to circumstances that may make them particularly vulnerable.
We understand that there are times when life can be
incredibly tough and that some of our customers face certain
challenges banking with us. We are working to put measures
in place to meet our customers’ needs, and support them in
the moments that matter.
NAB has a strong and proud history in supporting customers
and community during the hard times, such as our financial hardship assistance, domestic and
family violence support, and help in the aftermath of natural disasters. We know that when
you’re feeling exposed to risk or harm you don’t want to worry about your banking. That’s
why we seek to be more proactive, helpful and easier to work with to lighten the load.
The Customer Vulnerability Framework is a key step we’ve taken to better understand our
customers’ needs when they’re experiencing vulnerability. Importantly, it sets out a range of
initiatives that outline how we will create a more inclusive and simpler banking experience.
This marks the beginning of a journey for NAB as we continue to learn from our customers
and community on how we can better adapt to the needs of vulnerable customers. We look
forward to sharing more with you on the road to being a more inclusive bank.

Sharon Cook
Chief Legal and Commercial Counsel

    NAB Customer Support team                              Discussing vulnerability can raise issues.
    can provide assistance if you are                      If you need support the following is
    experiencing vulnerability:                            available to you:
    1300 308 175                                           Lifeline             1800 RESPECT
    contact between the hours of                           - 13 11 14 or        (family violence couselling)
    8am to 5pm AEST Monday to Friday                       lifeline.org.au      - 1800 737 732 or
                                                                                respect.org.au
    nab.com.au/customersupport
                                                           Beyond Blue
    nab.com.au/wecare                                      - 1300 22 4636 or    National Debt Helpline
                                                           beyondblue.org.au    - 1800 007 007 or
    nab.com.au/endtoviolence
                                                                                ndh.org.au

NAB’s Framework for Customers Experiencing Vulnerability                                                       2
NAB's Framework FOR CUSTOMERS EXPERIENCING VULNERABILITY - Support in moments that matter Inclusive banking services
1. INTRODUCTION
At NAB we have begun to shine a light to better understand vulnerability, our customers’
needs and to better support our customers in the tough times, as well as the good.
Most people will experience vulnerability, in some form, during their lifetime. It is a personal
situation where people are exposed and susceptible to harm or loss. The devastating effects of
a drought, the challenge of living with a chronic illness, the difficulty of raising a family on a
low income – there are many situations that contribute to peoples’ experience of vulnerability.
NAB has an important role to play to
make banking more inclusive for all our
customers and to support customers
experiencing vulnerability in ways that
are proactive, helpful and makes it
easier for them.
This framework outlines our
understanding of customers
experiencing vulnerability and the
actions NAB will take to build on our
existing foundations to create greater
inclusion, more accessible services
and support customers in moments
that matter.

    DEFINITION
    NAB defines customer vulnerability as:

           Vulnerability is a personal situation, where people are exposed and susceptible to harm or loss.
           Everyone may experience being vulnerable in their life and its impacts can be experienced differently.
           Customer vulnerability involves an inter-play of personal and environmental circumstances,
           market practices and the actions of our organisation.

    Customer vulnerability is a state and does not define a customer. Our research into customer case studies and complaints
    has shown that customers experiencing vulnerability may have or be experiencing:

    • Low financial literacy                               • Financial abuse                • Elder abuse
    • Age-related impairment                               • Natural disasters              • Disability
    • Mental illness                                       • Serious illness                • On low income
    • Cognitive impairment                                 • Lost a loved one               • Low digital literacy
    • Scams and fraud                                      • Domestic and family violence   • Live in a remote location
    • Culturally and linguistically                        • An addiction or behavioural    • Other circumstances causing
      diverse backgrounds                                    challenges                       significant detriment

NAB’s Framework for Customers Experiencing Vulnerability                                                                       3
NAB's Framework FOR CUSTOMERS EXPERIENCING VULNERABILITY - Support in moments that matter Inclusive banking services
2. BACKGROUND
Australian society is changing
Our population of about 25                           The impacts of ageing, chronic                   Australians are overrepresented
million people is growing,                           illness and bereavement all                      among those targeted by financial
as well as ageing, and our                           contribute to potential vulnerability.           scams and fraud.
                                                     There are also people in our
country is one of the most                                                                            Our environment is also changing.
                                                     community with particular needs,
ethnically diverse in the                                                                             Over the coming decades projected
                                                     including the one in five people
world, with more than 20%                                                                             changes to our climate, anticipates
                                                     living with a disability (ABS, 2015);
of Australians speaking                                                                               Australians will experience increased
                                                     one in six women and one in 16
a language other than                                                                                 frequency of severe weather
                                                     men who have been subjected
                                                                                                      events, including prolonged
English (Australian Bureau                           to family and domestic violence
                                                                                                      drought, extreme heatwaves,
of Statistics 2018). While                           (ABS 2017); and Australia’s first
                                                                                                      floods and bushfires (Department
many Australians enjoy a                             people, Aboriginal and Torres Strait
                                                                                                      of the Environment and Energy,
good standard of living and                          Islanders, who are overrepresented
                                                                                                      2018). While all Australians will be
                                                     among these groups (ABS, 2014-15).
are living longer than ever                                                                           impacted, vulnerable communities
before, half of us are living                        As a society we are becoming                     experiencing social exclusion and
with at least one chronic                            more aware of hidden problems                    disadvantage will experience the
condition1 which affects                             such as abuse of elderly people. It              effects disproportionately to those
quality of life (Australian                          is estimated that one in six people              with the financial, material and
                                                     over 60 years of age have been                   social resources to cope (National
Institute of Health and
                                                     subjected to financial abuse (World              Climate Change Adaptation Research
Welfare, 2018).
                                                     Health Organisation 2015) and older              Facility, 2017).

      17     %
                                17     %
                                                                 18.5         %
                                                                                              20       %                   50%
      of people over 60         of Australian women              of Australians               of Australian Adults        of Australians are
      have experienced          have been subjected              are living with              have experienced            living with at
      financial abuse           to family and                    a disability                 a mental health             least one chronic
                                domestic violence                                             condition within the        condition affecting
                                                                                              last year                   quality of life

1 including cancer, cardiovascular disease, mental health conditions, arthritis, back pain, chronic pulmonary disease and diabetes. 23% of people
  estimated to have two or more of these conditions.

NAB’s Framework for Customers Experiencing Vulnerability                                                                                             4
2. BACKGROUND

Financial Resilience                                          Anyone can experience vulnerability                   a vulnerability event, we seek to
                                                              and there may be a large portion                      understand longer term what is
Most Australians will experience
                                                              of our 9.4 million customers                          required to support customers’
some form of vulnerability in their
                                                              experiencing financial stress and                     recovery, assist prevention and
lifetime and its impact on financial
                                                              vulnerability.                                        protection of customers and
health and wellbeing is evident.
                                                                                                                    preparedness for future events.
Recent research into Australians                              A proportion of Australian
                                                                                                                    We also seek to be more inclusive
levels of financial resilience tells                          consumers are excluded and
                                                                                                                    of customers experiencing ongoing
us that 66% of Australia’s adult                              underserved by the market. Often
                                                                                                                    vulnerability and find better ways to
population is experiencing                                    through a lack of alternatives, they
                                                                                                                    meet their banking services needs.
some level of financial stress and                            turn to high cost short-term loans.
vulnerability. And of those, more
                                                              Building resilience and maintaining
than 2.1 million adults (11%) were
experiencing severe and high levels
                                                              financial health is a key feature                                              11%
                                                                                                                                             of people experience
                                                              of sound social and economic
of financial vulnerability (Centre for                                                                                                       severe and high levels
                                                              development. By not only supporting
Social Impact, Financial Resilience in
                                                              customers immediately following
Australia 2018).

                 31K
         Financially
       Excluded and
       Underserved
         Consumers
                                                                                                                                                 66%
                                                                                                                          of people experience financial
Australians supported
                                                                                                                                 vulnerability and stress
     with a no or low
 interest loan in 2018                                                                                                     Source: Financial Resilience in Australia 2018

                                                                                                          9.4M
                                          18,315                         66%                              NAB Customers

                                          Customers in                   Customers
                                          Financial Difficulty           Potentionally Vulnerable
                                          Customers assisted with        may be experiencing some level of
                                          financial hardship in 2018     financial stress and vulnerability at
                                                                         any point in time.

Source: NAB Sustainability Report 2018 and Financial Resilience in Australia 2018

NAB’s Framework for Customers Experiencing Vulnerability                                                                                                                    5
3. FRAMEWORK OBJECTIVE
Bank-wide Response
The objective of this framework
is to set out an appropriate
bank-wide response to be more
inclusive and better support
customers experiencing
vulnerability. By re-thinking the
customer experience across the
businesses value chain - how
we design products, sell and
communicate, service customers
and resolve issues – will enable us to
provide support to greater numbers
of vulnerable customers and to
better service their particular needs.

The purpose of this bank-wide
framework is to:
• build a deeper organisational
  understanding of customer
  vulnerability;                                            NAB Customer Mrs Wilson with customer advisor Liam Woods

• take action to be more inclusive
  and provide better support
                                                           experiencing vulnerability. This     vulnerability. And also to New
  for customers experiencing
                                                           framework aims to not only           Zealand where like Australia,
  vulnerability by understanding
                                                           uphold our Code obligations,         change is currently underway.
  their needs;
                                                           but exceed its requirements as       We will continue to share our
• rebuild trust with customers by                          we seek to provide exceptional       approach, learn from and be
  delivering exceptional service; and                      service and support to customers     guided by their endeavours.
• meet the requirements in the                             experiencing vulnerability.
                                                                                                As the initiatives in this framework
  Banking Code of Practice 2019.
                                                           We have looked to the United         are implemented, they will be
NAB is committed to the Banking                            Kingdom where during the last        reviewed and refined based on
Code of Practice which sets a new                          four years the banking industry,     our learnings. New initiatives will
standard for the banking industry                          driven by the Financial Conduct      be developed, as required.
to be inclusive and accessible, and                        Authority, has lifted its support
take extra care with customers                             for customers experiencing

NAB takes extra care of customers experiencing vulnerability and has their interests at
heart. We want our customers to feel treated with sensitivity, respect and compassion for
their situation. Likewise, our employees are engaged, enabled and empowered to listen to,
support and guide customers experiencing vulnerability to assistance. Our employees feel
great pride in helping vulnerable customers, to support them to make a positive difference
to their lives.

NAB’s Framework for Customers Experiencing Vulnerability                                                                               6
4. UNDERSTANDING CUSTOMER VULNERABILITY
Deepening our organisational understanding of customers experiencing vulnerability
helps NAB to better address their needs, be more inclusive and provide support to our
customers, when they need it most.

It is common when thinking about                     resilience. We know that identifying    • Just as our individual experiences
vulnerability to categorise people                   at risk customers and supporting          are unique, so too is the
into groups and see vulnerability                    them early on, can help customers         vulnerability experience. People
in terms of “us and them”.                           remain financially stable and get         in different situations and with
However, vulnerability is more                       back on their feet sooner.                different capacities, respond and
broad and complex and anyone                                                                   cope in a range of ways.
                                                     We also recognise that people with
can experience vulnerability at any                                                          • Talking about personal
                                                     ongoing vulnerability require us to
time. Some circumstances result                                                                vulnerabilities takes courage
                                                     think differently and find ways to be
from unexpected life events, such                                                              and strength. Some peoples’
                                                     more inclusive. Features of customer
as serious illness or loss of income.                                                          vulnerability can make
                                                     vulnerability are that:
Others may experience vulnerability                                                            communication difficult, as well
in the longer-term, such as disability               • Anyone can become vulnerable at
                                                                                               as people feeling shame and
or low income.2                                        any time, and it can be temporary,
                                                                                               embarrassment.
                                                       sporadic or permanent.
Vulnerable customers are going                                                               • The impact of vulnerability is
                                                     • It is complex as many people in
through tough times but may                                                                    strong. People often can be trying
                                                       vulnerable situations don’t see
not see themselves as vulnerable.                                                              to cope with limited time, energy
                                                       themselves as vulnerable and
Different people experiencing                                                                  and resources in a high stress
                                                       some people can have multiple
vulnerability have different capacities                                                        environment. Their thinking may
                                                       vulnerabilities.
and strategies to cope. Many people                                                            be impacted as their priorities
have great courage, strength and                                                               are elsewhere.

2 FCA, 2015, Occasional Paper No. 8, Consumer Vulnerability

NAB’s Framework for Customers Experiencing Vulnerability                                                                            7
5. KEY PRINCIPLES
Our Approach                                         Showing Empathy and                     things happening. Hence, NAB
                                                     Understanding                           takes greater care to ensure we
NAB’s approach to supporting
                                                                                             are easy to deal with, we follow up
vulnerable customers is grounded                     Being authentic, having empathy
                                                                                             and follow through with promises
in four key principles for how we                    and understanding for vulnerable
                                                                                             made to vulnerable customers,
will think and act differently. These                customers, demonstrates NAB’s
                                                                                             and we don’t make commitments
principles ensure the integrity of                   respect and care for people. Even
                                                                                             we can’t meet. By being open and
our strategy to achieve desired                      though it may not be possible to
                                                                                             honest, NAB will help vulnerable
objectives for both customers                        truly understand what another
                                                                                             customers reciprocate and disclose
experiencing vulnerability and NAB.                  person is going through, being
                                                                                             their situation. NAB’s relationship
                                                     heard makes people feel valued.
The Banking Code of Practice 2019                                                            with vulnerable customers is two-
                                                     Empathy is different to sympathy,
provides ethical, customer-oriented                                                          way, as we respond appropriately to
                                                     which can come across as having
and sustainable standards of best                                                            their needs, find flexible solutions to
                                                     pity for someone else’s situation.
practice for Australia’s banks.                                                              help overcome barriers and deliver
                                                     Having empathy and compassion
We seek to exceed these standards                                                            exceptional customer service. We
                                                     means we feel for the person and
and aim to create exceptional                                                                also seek to find ways to be more
                                                     commit to taking action for them.
customer service and support                                                                 inclusive and make it easier for
for our customers experiencing                       We acknowledge that many                customers experiencing vulnerability
vulnerability.                                       vulnerable customers have great         to bank with us.
                                                     strength, courage and resilience.
Listen, Consider, Act for the                                                                Supporting customers experiencing
                                                     When we are sensitive and open
Customer                                                                                     vulnerability to help themselves
                                                     to understanding vulnerable
For NAB this means putting the                       customers, they are more likely to      NAB cannot solve all vulnerable
customer at the heart of everything                  disclose their situation and trust us   customers’ problems. However,
we do, especially keeping vulnerable                 to help. Ultimately, we aim to treat    as a financial service provider we
customers front of mind. By listening                vulnerable customers, as we would       have an important role to play in
to our customers story and ‘walking                  want to be treated ourselves if we      supporting customers experiencing
in their shoes’ we can better design                 were in their situation. We recognise   vulnerability. NAB can help make
for vulnerable customers’ needs                      vulnerability doesn’t just affect our   a positive difference to customers
right from the outset, and consider                  customers, it impacts our employees     experiencing vulnerability by being
the real impacts to customers of                     as well. Support for employees          sensitive and having compassion for
changes to products and services                     interacting with vulnerable             their situation; by looking out for red
before they occur. When we fully                     customers or experiencing               flags and noticing when something
consider customers, we look at what                  vulnerability themselves is             doesn’t seem right; by being
is the right thing to do for them,                   important.                              understanding and taking action
not only what is required by law.                                                            to provide support; and guiding
                                                     Lasting banking relationship
Taking action to provide support                                                             vulnerable customers towards other
for our most vulnerable customers                    Building lasting banking                sources of support.
will lift our performance to deliver                 relationships requires trust. NAB
exceptional service for all customers.               wants to be there for customers
                                                     when life is challenging, as well as
                                                                                             Acting with Honesty,
                                                     when things are going well. When a      Integrity and Fairness
                                                     person has experienced significant      to all customers is
                                                     detriment or disadvantage, they         central to NAB’s Code
                                                     are naturally fearful of further bad    of Conduct.

NAB’s Framework for Customers Experiencing Vulnerability                                                                           8
6. VULNERABLE CUSTOMERS’ NEEDS
Recent research has found the highest community expectations of financial
service providers are: listens to the needs of the customer and responds (70%);
have ethical business practices (67%); and places customers ahead of profits (66%)
(Edelman, 2018 Australia Trust Barometer)

An analysis of NAB vulnerable                        Bank to respond flexibly to their        Genuinely caring and acting in their
customer case studies looked at                      needs                                    best interest
stories of exceptional customer
                                                     Vulnerable customers need:               Vulnerable customers need:
service and where we could have
done better. It found that the bank                  • the bank to be responsive and          • sensitivity when disclosing their
is mostly reactive when there are                      actively looking for ways to             situation and being confident the
issues or problems for customers                       provide support.                         bank will support their interests.
experiencing vulnerability and                       • a response that is tailored to their   • their information to be protected
there has been a lack of clarity                       needs.                                   and held sensitively when
around what we can do. With                          • to be supported by the right area        recorded.
changing customer and community                        of the bank, especially customers      • the bank to be proactive in making
expectations of banks, we aim to                       with specific needs.                     contact if it suspects they are
become more proactive, helpful and                   • to discuss a range of options to         having financial difficulty.
easy to deal with.                                     enable them to help themselves         • the bank to be proactive in
Customer vulnerability is complex.                     and feel in control.                     noticing red flags, such as of
However, the analysis of vulnerable                  • to have their situation considered       financial abuse, problematic debt,
customer case studies showed there                     earlier in the design and                scams and fraud and reaching out
were common needs across different                     development phase of products            to the customer.
customers’ situations, these being:                    and services.                          • the bank to make it easier for
                                                                                                them when recently bereaved,
Clear, easy and empathetic
                                                                                                separating from a partner,
communication
                                                                                                diagnosed with serious illness or
Vulnerable customers need:                                                                      having power of attorney.
• to be heard and feel they have
  been genuinely listened to and
  understood.
• simple, easy to understand
  information without any hidden
  surprises in the fine print.
• a range of ways to communicate,
  which is most helpful to them,
  especially customers with specific
  needs.

NAB’s Framework for Customers Experiencing Vulnerability                                                                             9
Current Support Available                                  This extensive support assists
                                                           many customers experiencing
NAB has a wide range of support
                                                           vulnerability. We have identified
initiatives currently available to
                                                           four areas of focus to build on
customers (see section 9 for more
                                                           these foundations and provide
details), including:
                                                           greater support and inclusion
• Hardship assistance                                      and to lift our understanding of
• Our Customer care team                                   vulnerable customers’ needs.
• Customer feedback, complaint
  resolution and remediation
• Support for those on low incomes
  building financial inclusion and
  resilience
• Domestic and family violence
  support
• Natural disaster and crisis response
• Rural and Regional Australia
  strategy
• Indigenous Australian prosperity
• Accessibility action plan
• A fee-free transaction account.

NAB’s Framework for Customers Experiencing Vulnerability                                       10
7. FOCUS AREAS FOR SUPPORT

Older Customers                                      affordable credit. The way our             scams and fraud can happen to
                                                     customers are banking is changing          anyone. However, analysis of our
Inclusive and accessible banking
                                                     and increasingly they are using            customers shows older customers
services and reducing susceptibility
                                                     digital options, such as transacting       are at significantly greater risk of
to elder abuse, scams and fraud.
                                                     online and using the NAB Mobile            scams and fraud that are increasingly
We are committed to being there                      App. We continue to invest in              sophisticated. We seek to be
for our customers in all of life’s                   smartATMs, and face-to-face                proactive in helping reduce older
moments. We understand that                          banking in branches and Australia          customers susceptibility and support
older customers can have different                   Post outlets. We also seek to lift the     them when they have been a victim
banking needs, whether it’s planning                 digital inclusion of older customers       of crime.
for retirement, downsizing from                      and help improve their digital
the family home, setting up term                     skills and confidence in banking
deposits or seeking access to                        via the internet. Financial abuse,

 Initiative                                                         Responsible        Performance Indicator              Timeline
 1. Improve inclusive and accessible banking by reviewing          EGM Banking        Review conducted.                  October 2020
    guidance on access and availability of credit to older          Products
                                                                                       Customer communication
    customers. If appropriate, provide information on safe          Consumer
                                                                                       process in place.
    alternative forms of credit available.                          Lending
 2. Build inclusion of older customers through better              EGM Deposits       Product reviews conducted.         March 2020
    understanding their needs and the proactive                     & Transaction
                                                                                       Promotion of relevant products
    promotion of NAB products and services of relevance             Services
                                                                                       to meet older customer needs.
    to older customers, such as NAB’s Retirement Account
    and NAB’s fee-free everyday personal transaction
    account.
 3. S upport older customers to build digital literacy and         EGM Retail         Digital learning sessions          March 2020
     confidence to ensure safe access to banking services,                             conducted in relevant locations.
     initially focussing in communities where NAB has
                                                                                       Evaluation survey conducted to
     identified a need.
                                                                                       measure customer outcomes.
 4. L ift security awareness and build confidence of older         Chief Enterprise   Deliver external awareness
     Australians to help protect customers from Elder               Security Officer   campaign in partnership.
     financial abuse, scams and fraud. Enable frontline
                                                                                       Enable and support frontline to
     bankers to recognise potential financial abuse and
                                                                                       recognise red flags.
     initiate confidential discussion with customer. Work in
     partnership with community organisations to provide                               Capture prevention data.           October 2019
     external resources and support.

NAB’s Framework for Customers Experiencing Vulnerability                                                                               11
7. OUR FOCUS AREAS FOR SUPPORT

Making It Easy                                       talk about vulnerability experiences     of attorney, have an addiction or
                                                     and we understand that different         problematic debt from gambling.
For customers experiencing
                                                     people need different support. We        Customers can talk to us about their
vulnerability to be supported and
                                                     are working to make it easier for        situation and while protecting their
to help us meet their needs.
                                                     customers such as those who are          privacy, help us to better support
Anyone can become vulnerable                         bereaved, diagnosed with serious         them.
and it can be sporadic, temporary                    illness, experiencing family and
or permanent. It can be difficult to                 domestic violence, holding power

 Initiative                                                         Responsible       Performance Indicator              Timeline
 5. E
     nable and empower front-line bankers and create a        EGM Business           Customer support team              June 2019
    specialist vulnerability team to provide tailored support, and Consumer           established.
    as well as referrals to community support partners, as     Operations
                                                                                      Community support partners
    required.
                                                                                      in place and customer referrals
                                                                                      made.
 6. Improve bereavement notification process for customer          EGM Business      Information available to
     representatives by providing clear and accessible              and Consumer      customer representatives.
     information, treating them with sensitivity, enabling          Operations
                                                                                      Employee training completed.
     one notification across all of NAB, and ensuring
     deceased customers are not charged fees.                                         Fees not charged.                  June 2019

                                                                                      One notification process           October 2020
                                                                                      implemented.
 7. S upport customers seeking help with problematic               GM Customer       Visa card block available and      June 2019
     gambling by restricting gambling on their Visa debit           Assist            customers aware.
     and credit cards at their request and referring them to
                                                                                      Partnership with support           October 2019
     Gambler’s Help services.
                                                                                      services in place and customer
                                                                                      referrals made.
 8. E
     nsure customers holding a government concession               EGM Deposits      Process in place for customers
    card are aware of our affordable everyday no fee basic          & Transaction     applying for new transaction
    transaction account. We do not charge dishonour fees            Services          account.
    on basic accounts. If you are a government concession
                                                                                      Process in place to identify
    card holder, we will not allow informal overdrafts on
                                                                                      customers with government
    your basic account.
                                                                                      concession cards and remove
                                                                                      informal overdrafts.

                                                                                      Front-line aware of new process.   March 2020
 9. M
     ake it easier for customers to be supported by a              GM Customer       Banker guidance developed and
    third party with clearer guidance for bankers assisting         Assist            rolled out.
    customers with a Power of Attorney, Letter of Authority,
                                                                                      Customer experience feedback       March 2020
    Guardianship order or Administration Order. We will
                                                                                      gathered.
    review and provide ways for customers with limited
    English to access and undertake their banking.
 10. To enable employees to provide appropriate support,           GM Customer       Specialist team process            June 2019
      with a customer’s explicit permission and with respect        Assist            developed.
      for customer confidentiality, we will record a customer’s
      vulnerability and their support need. In particular,
      we will capture a need for third party support, if the
      customer’s primary language spoken is other than
      English and the needs of customers with a disability
NAB’s Framework for Customers Experiencing Vulnerability                                                                              12
7. OUR FOCUS AREAS FOR SUPPORT

Universal Design, Service                            of all people, as much as possible       banking tools and features in mobile
And Change                                           when designing products, reviewing       apps, we are working to ensure that
                                                     how we service our customers and         no one is discriminated against or
Keeping vulnerable customers at                      considering impacts on customers         less able to access banking products
the heart of product design, service                 experiencing vulnerability as we         and services.
and change processes.                                make changes. With advances
We recognise that vulnerability can                  in technology providing new
be experienced by any customer, at                   opportunities to offer customers
any time. We seek to create access,                  greater options to access, control
understand and consider the needs                    and manage their finances via online

 Initiative                                                        Responsible      Performance Indicator             Timeline
 11. Promote fair and inclusive banking by creating a             EGM Deposits     Document available in branch      March 2020
     visual easy read document for NAB’s fee-free everyday         & Transaction    and online
     personal transaction account and information on how           Services
     to use it.
 12. Provide guidance to product owners and change                GM Business      Develop guidelines on             October 2020
     makers to consider customer vulnerability and                 Enablement       vulnerability and accessibility
     accessibility needs and universal design principles.          Customer         needs and universal design
     Raise vulnerable customer pain points and events for          Experience       principles.
     consideration and action.
                                                                   GM Customer      Pain points considered by         July 2019
                                                                   Experience       Customer Experience LT.

 13. Review policies considering vulnerable customer              EGM Banking      Policy review conducted
     needs for separation of joint loans, joint accounts and       Products
                                                                                    Clear processes developed and     October 2019
     treatment of Guarantors. Develop clear processes for          Consumer
                                                                                    in place
     bankers to support customers.                                 Lending
 14. H
      elp customers avoid or manage problematic credit            EGM Banking      Customers contacted and        October 2019
     card debt, by proactively contacting customers to             Products         process to send communications
     prevent at risk customers from entering problematic           Consumer         established.
     debt and sending targeted communications to help              Lending
                                                                                    Product selector tool and         March 2020
     customers out of problematic debt. Proactively
                                                                                    information available to
     communicate with customers who are transferring
                                                                                    customers.
     a credit card balance to encourage them to reduce
     balance and debt, and to create fairer outcomes.
     Uplift tools to support customers in selecting the
     right product and improve education to encourage
     financial health and responsibility.

NAB’s Framework for Customers Experiencing Vulnerability                                                                           13
7. OUR FOCUS AREAS FOR SUPPORT

Building Our Capability                              As we build our organisational             information, tools and resources
                                                     understanding of vulnerability and         they need, as well as empower
Employee training and support to
                                                     further understand the needs of            our staff to use their emotional
enable and empower support for
                                                     vulnerable customers, we must              intelligence and be guided by
vulnerable customers.
                                                     also work to ensure our people             NAB’s values to support vulnerable
                                                     have access to support too. We             customers.
                                                     aim to enable employees with the

 Initiative                                                        Responsible        Performance Indicator               Timeline
 15. R
      aise awareness of all employees to treat customers          GM Social Impact   Training provided to all            July 2019
     experiencing vulnerability with sensitivity, respect                             Australian employees and
     and compassion. Provide training so employees can                                additional training to front line
     identify different vulnerabilities and know how to                               staff.
     support customers.
 16. Create information hub for employees to access up-to- GM Social Impact          Information developed and           July 2019
      date information on intranet on vulnerability and how                           accessible to all employees
      to support vulnerable customers.
 17. Provide continual learning to build capability of            GM Customer        Training provided to all specialist October 2019
     specialist teams engaging with vulnerable customers           Assist             teams.
     to respond sensitively and with empathy. Ensure teams
                                                                                      Information and work
     are enabled to proactively assist and resolve issues as
                                                                                      instructions available to teams.
     soon as possible.
 18. Ensure support is available for employees who are            EGM                Support in place and employees      October 2019
     working with customers experiencing vulnerability.            Performance and    aware.
                                                                   Reward

NAB’s Framework for Customers Experiencing Vulnerability                                                                              14
8. GOVERNANCE AND ACCOUNTABILITY
This Framework sets out initiatives to be implemented during financial years 2019 and
2020 and supports NAB’s compliance with the Banking Code of Practice 2019. Sharon Cook,
Member of the Executive Leadership Team and Chief Legal and Commercial Counsel is
accountable for its overall implementation, with clear lines of responsibility for each initiative
given to Executive General Managers (EGM) and General Managers (GM).

Ongoing guidance and oversight of                    streams. This group will provide
the framework will be maintained                     attestation for NAB’s compliance
by NAB’s Social Impact governance                    with the Banking Code of Practice
group who will guide NAB, raise                      and will monitor and report
horizon issues and maintain                          on progress to NAB’s Executive
accountability.                                      Customer Committee and the Board
                                                     Customer Committee. The group
Implementation of the Framework
                                                     will seek external advice, conduct
will be driven by the already formed
                                                     vulnerable customer testing and
Customer Vulnerability Steering
                                                     audits to determine Banking Code
Group of senior leaders, together
                                                     compliance.
with the four focus area work

NAB’s Framework for Customers Experiencing Vulnerability                                             15
9. CURRENT SUPPORT AVAILABLE

Hardship assistance                                  Care team straight away. We know        Support for those on low incomes
                                                     it could be any number of factors       building financial inclusion and
When life throws curveballs, it can
                                                     making repayments hard, so the          resilience
be hard for customers to keep on
                                                     team has developed the Customer
top of their loan and credit card                                                            Our goal is to assist Australians
                                                     Care Kit, to help customers connect
repayments, leases or business                                                               in building financial resilience –
                                                     with organisations ready to help
loans. We encourage customers with                                                           making it easier to bounce back
                                                     out – free of charge (nab.com.au/
money worries to get in touch with                                                           from financial shocks. This includes
                                                     wecare).
NAB Assist right away. NAB Assist                                                            supporting those that don’t have
looks at every situation differently                 Customer feedback, complaint            access to credit or banking, which
and helps to find the best way to                    resolution and remediation              can put them at risk of long term
get customers back on their feet. It                                                         financial hardship. Since 2003, we’ve
                                                     We’re always trying to improve our
may mean temporarily changing the                                                            been working with Good Shepherd
                                                     customers’ banking experience,
size and frequency of repayments                                                             Microfinance and Federal and State
                                                     but we know things don’t always
or deferring the next repayment to                                                           governments to provide access to
                                                     go the way they should. Customers
provide some breathing space. NAB                                                            the No Interest Loan Scheme (NILS),
                                                     can raise an issue with us, find out
at Work is a new initiative to address                                                       StepUP, Good Money stores, and
                                                     how it will be resolved and what
unemployment a major cause                                                                   Speckle a fast online cash loan.
                                                     to do if they’re still not satisfied.
of financial distress. Depending                                                             Together we have provided over
                                                     Feedback can be provided online, in
upon the level of job readiness,                                                             200,000 no and low interest loans
                                                     branch or by calling 13 22 65. NAB
participants receive guidance and                                                            to Australians living on low incomes
                                                     Resolve seeks to create a greater
tools, such as an employment coach,                                                          since 2005.
                                                     customer experience through the
access to financial counsellors and
                                                     Easy Resolution model. By engaging,
other support networks. Customers
                                                     empathising, understanding and
who need help with their finances
                                                     fixing or escalating, NAB Resolve is
can visit a branch or call NAB Assist
                                                     making a difference through their
on 1800 701 599 (8am-8pm Mon-
                                                     honest, helpful and transparent
Fri, or 9am-1pm on Saturdays AEST/
                                                     manner. With the issues revealed
AEDT). For help with business
                                                     and explored by the Royal
lending contact 1300 961 577.
                                                     Commission, NAB established the
Our Customer Care team                               Customer Remediation Centre to
                                                     ensure impacted customers are
NAB Assist’s Customer Care team
                                                     compensated more quickly. This
has helped many customers through
                                                     team is working to resolve known
financial hardship. If a customer’s
                                                     issues, including the customer
situation requires extra assistance,
                                                     response initiative from our
this is available from our Customer
                                                     Wealth business.

NAB’s Framework for Customers Experiencing Vulnerability                                                                        16
9. CURRENT SUPPORT AVAILABLE

Domestic and family violence                         Natural disaster and crisis response    Rural and Regional Australia
support                                                                                      strategy
                                                     NAB supports our customers and
NAB provides a range of support to                   communities both in the immediate       NAB committed to keeping branches
customers experiencing domestic                      aftermath of a natural disaster and     in regional and rural Australia open
and family violence. NAB Assist can                  on the road to recovery. Customers      until at least January 2021. Four
provide a referral for customers                     impacted by extreme weather             customer contact centres are to open
needing wholistic support to                         events, flood and drought and other     in Toowoomba, Tamworth, Bendigo
CareRing. NAB joined Kildonan’s                      natural disasters such as earthquakes   and Bunbury to service regional,
CareRing program to provide                          and bushfires are supported by          agribusiness and small business
customers access and referrals                       relieving financial stress with         customers. NAB’s Drought Assistance
to support services, including                       our financial relief package and        Package is available to support
counselling, support from social                     supporting communities with             customer during prolonged drought
workers, financial counselling,                      grants, fundraising appeals and         conditions and we are no longer
referral to emergency housing,                       volunteering.                           charging higher default interest rates
working with families and men’s                                                              to Agribusiness customers affected
                                                     In March 2019, NAB made significant
behavioural change programs. NAB                                                             by drought who are in hardship
                                                     additional commitments to provide
was the first Australian bank to make                                                        and behind on their repayments.
                                                     further support for flood-stricken
the Domestic and Family Violence                                                             NAB is also supporting Agribusiness
                                                     farmers in Queensland, including
Assistance Grant available to                                                                customers in rural and regional
                                                     the deferral of interest and
customers who don’t have access or                                                           Australia, to receive the financial
                                                     repayments, for up to three years.
limited access to alternative funding                                                        benefit of being able to offset their
                                                     In addition, NAB offers up to $500m
options that will enable them to                                                             Farm Management Deposit (FMD)
                                                     in concessional loans at a reduced
leave the situation. The grant is for                                                        against their agricultural lending
                                                     rate, to support our flood-affected
current NAB customers who have                                                               in the form of a discount to their
                                                     customers in North Queensland
held an account for a reasonable                                                             lending interest rate.
                                                     to assist with repairs, restocking
period of time. It has an upper limit
                                                     and re-opening for business. The
of $2,500 and is at NAB’s discretion.
                                                     concessional loans are available to
                                                     NAB customers in flood impacted
                                                     areas across North Queensland on
                                                     a case by case basis.

NAB’s Framework for Customers Experiencing Vulnerability                                                                         17
9. CURRENT SUPPORT AVAILABLE

Indigenous Australian prosperity

NAB is proud to support the success
of Aboriginal and Torres Strait
Islander people, businesses and
communities. In 2008, we launched
our first Reconciliation Action Plan
(RAP) and since then we’ve been
working with Indigenous Australians
to help improve financial resilience,
increase business and employment
opportunities, and develop NAB’s
cultural capabilities. We supported
more than 16,000 Indigenous
Australians access more than
$15 million in fair and affordable
microfinance between 2015-2017.
To better support our Aboriginal
and Torres Strait Islander customers,                environment for our people. Our        Account, all of our customers have
we accept alternative forms of                       first Accessibility Action Plan was    easy access to their money, with no
identification for customers from                    launched in 1997 and our 2019-2010     monthly account fee, no minimum
remote Indigenous communities,                       plan continues this commitment.        monthly deposits, no overdrawn
in the form of selected community                    At its heart are actions to listen     fees, and no ATM withdrawal fees at
identification cards, or letters from                and respond to customers, and          over 7,000 ATMs across Australia.
referees. We are also supporting                     support our people by providing
                                                                                            Industry involvement and
Indigenous customers to access                       a great place to work. To achieve
                                                                                            publications
fee-free ATMs in a range of remote                   this we’ve focused on inclusive and
communities. NAB has created a                       universal design when developing       NAB is an active participant in
dedicated customer service line, to                  products and services; embedding       forums to discuss and identify
better support access for Indigenous                 an inclusive culture through the       support for vulnerable customers,
Australians, particularly those who                  stories we tell and recognising our    including a number of Australian
live in remote parts of Australia.                   diverse workforce and community;       Banking Association roundtables
To access this support line,                         listening to our customers and         and the Thriving Communities
customers may call the Indigenous                    acting on feedback; and increasing     Partnership.
Customer Service Line directly                       the disability confidence of our
                                                                                            NAB engages with the For Purpose
 on 1800 966 100.                                    people to create an environment
                                                                                            sector and community organisations
                                                     that anticipates, and seamlessly
Accessibility Action                                                                        and has a Financial Inclusion
                                                     accommodates, diversity.
                                                                                            Action Plan, Accessibility Action
There are more than 4 million
                                                     A fee-free transaction account         Plan, Reconciliation Action Plan
Australians living with disability, and
                                                                                            and Financial Resilience Report
so it is important that we design                    Access to a transaction account
                                                                                            which provide further details of our
our products and services with                       enables people to store money
                                                                                            support and are available at
accessibility in mind. A culture of                  and send and receive payments
                                                                                            nab.com.au/socialimpact
accessible products and services                     electronically. It is the most basic
is central to great customer                         requirement for financial inclusion.
experiences and a positive working                   With the NAB Classic Banking

NAB’s Framework for Customers Experiencing Vulnerability                                                                        18
10. REFERENCES
Australian Banking Association (ABA), August 2018, Banking Code of Practice                               Contact us
Australian Banking Association (ABA), June 2013, Industry guideline - Protecting                          We value feedback from our
vulnerable customers from potential financial abuse                                                       customers, people and community.
BBA, February 2016, Improving outcomes for customers in vulnerable circumstances                          You can get in touch or find out
                                                                                                          more:
Centre for Social Impact, 2018, Financial Resilience in Australia 2018
                                                                                                          Email: social.impact@nab.com.au
Financial Conduct Authority UK (FCA), February 2015, Occasional Paper No. 8
Consumer Vulnerability                                                                                    Call:     13 22 65 Mon-Fri
Financial Ombudsman Service Australia (FOS), November 2017, The FOS Approach                                        8am - 7pm (AEST/ADST)
to financial elder abuse
                                                                                                          Web: nab.com.au/socialimpact

                                                                                                          Alternative formats of this document
                                                                                                          are available upon request.

© 2019 National Australia Bank Limited ABN 12 004 044 937 AFSL and Australian Credit Licence 230686. A150294-0619

NAB’s Framework for Customers Experiencing Vulnerability                                                                                     19
You can also read