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Getting extra help from your bank
It’s always worth speaking up. Sometimes, small misunderstandings can be resolved simply.
Navigating banking can sometimes feel overwhelming. Whether you’re managing money on behalf of a family member, dealing with bereavement or struggling to understand complex systems, help is available.
For more than five years, IHC has been part of the New Zealand Banking Association’s Older and Disabled People Focus Group. This group allows people with intellectual disabilities and their families to communicate directly with the banks. It’s led to some positive changes, including the creation of vulnerable customer teams in most banks.
Vulnerable customer teams can offer extra time, clearer communication and personalised support when things get difficult.
If you need help, start by calling your bank’s main number or visiting their website. Clearly explain your situation and mention that you have a carer or support person, or that you are a carer or support person. You can also ask if there’s an extra care or customer care team available.
Westpac
www.westpac.co.nz/personal/life-money/navigating-trying-times/extra-care-where-its-needed/
Westpac’s Extra Care team manages more than 1,700 complex cases each year. The bank has also joined the Hidden Disabilities Sunflower Initiative, training staff to recognise and support people with non-visible disabilities.
ANZ
ANZ has a dedicated specialist team that provides support to frontline staff helping customers in vulnerable circumstances.
ASB
www.asb.co.nz/banking-with-asb/support-hub.html
ASB is now officially a Sunflower-friendly organisation, with 97% of its frontline teams trained to recognise the Hidden Sunflower and provide extra support. ASB also has a dedicated Estate Support Services team to help families when a loved one dies.
BNZ
BNZ’s Fair Conduct Programme provides specialist expertise and support for customers experiencing economic harm.
Kiwibank
www.kiwibank.co.nz/banking-with-us/special-care-customers
Kiwibank’s Special Care Programme offers dedicated assistance for customers who may need more time, patience or support with financial literacy.
The Co-operative Bank
www.co-operativebank.co.nz/contact-us
The Co-operative Bank has a Customer Vulnerability and Resolution Advisor overseeing its Extra Care Customer Programme.
TSB
TSB has introduced Extra Care Champions in every branch and created an ‘extra care flag’ in its system to help staff identify and support customers who need additional care.
SBS Bank
SBS offers support for customers who may be experiencing vulnerability through its general enquiry channels.
This story was published in Strong Voices. The magazine is posted free to all IHC members.
Download PDF of Strong Voices issue
