In a recent development that has sparked controversy, a major financial institution has come under scrutiny for its abrupt closure of a branch in a remote area, leaving vulnerable customers in a precarious situation.

The move has raised questions about corporate responsibility and the impact on community access to essential services, prompting calls for transparency and accountability in service provision.

Westpac, one of Australia's major banks, was sanctioned for abruptly closing its branch in Tennant Creek, a remote area nearly 1000km south of Darwin.

This decision has not only inconvenienced the community but has also placed vulnerable customers in a precarious position, highlighting the stark reality of banking accessibility issues in remote regions.

The Banking Code Compliance Committee (BCCC) criticised Westpac, finding that the bank's actions have put vulnerable customers at a ‘high risk’ of harm.

Westpac faced sanctions for suddenly shutting down a branch in a remote Northern Territory community. Credit: Shutterstock

The industry watchdog discovered that Westpac had significantly and consistently violated the Banking Code of Practice.

The sudden closure of the Tennant Creek branch affected approximately 3,400 customers, many of whom have been left stranded without access to essential banking services.

The closure profoundly impacted the community, with up to 30 customers a day seeking assistance from CatholicCare NT, a local community group, to access their banking services.

The situation was particularly dire for those who do not speak English as their first language and those who struggle with online banking services.

Ian Govey, the Chair of the BCCC, expressed his concern, stating that Westpac fell short of its promise to customers.

‘Their actions have had a significant and detrimental impact on many people within the Tennant Creek community,’ he stated.

‘Particularly for vulnerable customers, such as the elderly or those for whom English is not a first language.’

‘Westpac’s failure to respond promptly to community concerns and provide adequate support was troubling and appears to have disproportionately impacted on vulnerable customers,’ he added.

The BCCC's report was damning. It revealed that Westpac did not provide information about the transition and support arrangements with customers.

A letter was issued to customers 21 days after the branch closed, and a remote services team was deployed to the area five weeks after the closure.

‘This delay was unacceptable given the branch was closed with no notice, leaving customers unprepared to transition to other ways of banking,’ the report claimed.

‘The breaches posed a high risk of harm to customers—the members of the community who were most affected, or at risk of being most affected.’

‘Westpac’s response was inadequate and slow, despite concerns being raised by the community and the BCCC,’ it continued.

According to a spokesperson from Westpac, ongoing safety and security concerns in Tennant Creek necessitated the branch closure, prompting them to bypass standard procedures to ensure staff safety.

‘These circumstances were specific to the Tennant Creek branch and included damage to our branch and ATM,’ they said.

‘Customers were notified of the closure and alternative banking options via SMS ahead of closure, as well as posters in the branch.’

The spokesperson acknowledged that greater support could have been provided to customers during the closure and stated that they have since revised and reinforced their protocols for branch closures.

The repercussions of Westpac's sudden closure of a branch in a remote area, leaving vulnerable customers without essential services, highlight broader concerns about bank branch closures across the country.

Earlier this year, Westpac announced a series of closures affecting local communities, raising questions about accessibility to banking services, particularly for elderly and remote residents.

These closures have sparked debates about corporate responsibility and its impact on community welfare, prompting calls for greater transparency and support during such transitions.

Key Takeaways

• Westpac was sanctioned for abruptly closing a branch in a remote Northern Territory community, negatively impacting customers.
• The Banking Code Compliance Committee found Westpac breached the Banking Code of Practice by not supporting customers adequately.
• Vulnerable customers, including the elderly and those with limited English skills, were left without proper access to banking services.
• Westpac acknowledged the shortcomings in its closure procedure and has since reviewed and strengthened its branch closure protocols.

Have you been affected by a branch closure? How have you managed your banking needs during this time? We invite you to share your thoughts and experiences in the comments below.

 

[JimmyFlatrock]

I once spoke to a Coles honcho about the reason for closing a store. His response was that it had the worst shoplifting record in the state. I think there were other reasons as well, but it sounds like this was one of them.
They didn't close all stores though, even though have the potential for shop lifting.

I think the problem was the speed of closure and the really poor communication to the community by the bank.

If the speed was due to safety aspects or an imminent escalation of, then the article did not do enough as regards explanation. But it does seem odd Westpac would vary from the normal procedures without extremely good reasons especially in view of public opinion about closures. I guess that's why the reading between the lines happens.

There's a lot more to this story I reckon.

So, seems like a bit more to it, that remains unsaid, but this from a Senate hearing held in Adelaide where Westpac make an admission about Tennant Creek closure......

Senator O'Neill also asked Ms Pogoniski about the sanction Westpac was given by the banking watchdog over its decision to close its remote Tennant Creek branch in the Northern Territory.

"We recognise that the Tennant Creek closure was outside of our usual practice, we had concerns for our people's safety, so that was our major concern," Ms Pogonoski said.

"We recognise that, on reflection, we could have done a better job, we could have engaged the community further, so we're continuing to look at how we can support Tennant Creek through having services available, but absolutely recognise that, on reflection, we could've done more."