Australian Commonwealth Bank has launched an Indigenous Customer Assistance Line (ICAL) pilot program to improve and develop relationships with indigenous stakeholders and communities. It also intends to increase employment of Indigenous Australians; develop and recognise Indigenous employees.
This pilot program would be operated by a dedicated team that will respond to specific needs of the bank’s remote customers.
The Bank has reported that it would assess the service, associated demand and work with its indigenous partners and communities to determine the most appropriate next steps. Depending on the response, the bank’s ambition is to broaden the service from its current trial program in Wujal Wujal, Torres StraitIslands, Pormpuraaw and Yarrabah in Far North Queensland, to the bank’s remote indigenous customers around Australia.
Barbara Chapman, Group Executive, said: “The Indigenous Customer Assistance Line, the first of its type for banking in Australia, has been developed to provide a relevant banking service for Indigenous customers to assist them with their money management needs. This dedicated assistance line will help our Indigenous customers with advice on minimising fees, paying bills and making the most of options such as Phone Banking and NetBank.”
“We recognise one service does not fit all. We are working with our Indigenous customers, government organisations and our Indigenous partners to ensure the services we offer are relevant, sustainable, user-friendly and help overcome unique cultural and language barriers,” she added.
