Our customers

Putting our customers first

We’re closer

With more branches, ATMs, and electronic agencies than any other financial institution in South Australia, we’re committed to making banking more convenient and we continue to strive to introduce innovative banking services that meet the changing needs of our customers.

School banking

Many South Australians have fond memories of being taught how to save their pocket money as part of our School Bank program.

Introduced in 1908 to encourage children to be ‘frugal’, we collected no less than one penny from students. By 1927 more than 50,000 children had saved a total of 75,402 pounds.

It’s a tradition and a lesson in savings that continues 100 years on with our staff still regularly visiting schools to collect deposits from children for their school bank account.

Assistance for hearing and vision impaired customers

We provide a variety of accessibility options for our deaf, hearing impaired and speech impaired customers such as, links to the National Relay Service and access to interpreters through the various State Deaf Societies.

For our vision impaired customers, our Internet banking service is compatible with screen reading software, and a large number of our ATMs are equipped with tactile keypads and text-to-voice capability. In addition, we’re part the Australian Bankers’ Association Disabled Access Working Group.

• Download the Talking ATM User Guide – this version is compatible with text to speech software
• Download the Talking ATM User Guide – this version includes diagrams and formatting and is not compatible with text to speech software

Multi-lingual ATMs

By installing Korean, Italian, simplified Chinese, traditional Chinese, Filipino and Vietnamese options in our ATMs throughout NSW, QLD, VIC and WA, we’ve made certain language is no barrier to customer satisfaction.

Discounted banking for community groups

We offer a range of products for those with special needs, including discounted banking for pensioner account holders, students, concession cardholders and not-for-profit organisations.

Resolving complaints quickly and fairly

We rely on customer feedback to continually improve the service we provide. We encourage open lines of communication with our customers and want to hear their suggestions for improvement.
If a customer has a concern or complaint we ask them to speak with our staff at their local branch or to call our Customer Contact Centre. If the customer doesn’t feel that their issue has been satisfactorily resoved they can then call our Customer Relations team.

In the event that a customer is still not satisfied they may escalate their complaint or concern to our Banking and Financial Services Ombudsman, who will assist individuals and small business customers resolve problems and disputes. This service is free for individual bank customers. The Ombudsman can assist with claims for financial loss less than $250,000.

For more information please visit our Customer Relations page.

Corporate and consumer lending practices

BankSA has an outstanding record of credit quality. Specialised risk assessment models, systems and policies help us to deliver the best outcome for our customers and the Bank.

We also have policies and processes in place to support those customers who encounter financial hardship.

Our strong performance demonstrates our high standards and commitment to responsible lending practices.

The Bank Assist program also provides assistance to customers who are facing financial difficulty with their BankSA accounts. Please click here to find out more.

Providing a safe and secure place to bank

Our customer’s security and the safeguarding of their information are important to us. We protect our customers against fraud and keep their personal banking details secure by providing leading edge, industry standard technology and processes. Our advanced computer systems are designed to detect possible fraudulent transactions.

Market leading products and services

At BankSA, we're always doing what we can to give our customers the best possible service and the greatest range of products. When our customers are happy, we know we're getting it right.
It seems that other people have noticed that as well. Here’s a list of some of awards we’ve won so far this year.