Our commitment to inclusive and accessible banking
At Rabobank, we are committed to providing inclusive and accessible banking to all customers. We strive to make our products and services inclusive and accessible, whether online, in branch, or through providing clear information to aid your financial decisions. We will take reasonable measures to enhance access to our services for customers, including but not limited to:
- older customers;
- people with disability;
- Aboriginal and Torres Strait Islander customers, including those in remote locations;
- people with limited English; and
- people of diverse sexual orientations, gender identities and sex characteristics including lesbian, gay, bisexual, trans and gender diverse, intersex, queer and asexual people, and people born with an intersex variation.
We understand that you may need support that is right for your circumstances, when you are dealing with difficult or challenging situations. Life can take unexpected turns, and we can help you or someone close to you. If you are in financial difficulty, experience a change in circumstances, at risk of harm or in need of extra care to maintain or regain access to your banking, please refer to our Difficult Circumstances webpage for more information.
Rabobank recognises that being inclusive and accessible benefits everyone. Our mission is to ensure that all customers can access the services and products we offer. Rabobank is committed to providing the highest level of inclusion and access possible, catering to diverse audiences.
Whether you face challenges with vision, hearing, or physical mobility, we understand that different needs require specific solutions when it comes to banking services, for example:
- Interpreter/Translation Services: Providing qualified interpreters, including Auslan, to assist with communication.
- National Relay Services: Facilitating communication for those with hearing impairments.
- Identification: Help you meet ID requirements if you do not have standard identification documents, following AUSTRAC’s guidance on the identification and verification of Aboriginal and Torres Strait Islander customers.
- Building access- access to facilities that cater for customers with disabilities.
If external support isn't available, Rabobank will explore alternative ways to assist, such as rescheduling calls to a time when an interpreter is available.
Rabobank is also a corporate member of both the Australian Network Disability and Diversity Council of Australia.
Additional accessibility support services
If you’re deaf or find it hard to hear or speak to people on the phone, the National Relay Service can help.
To contact Rabobank,
Phone:
- Voice Relay Number 1300 555 727
- SMS Relay Number 0423 677 767
- Talk to Text Number 133 677
Internet:
Alternative Access Formats
Need an alternative format for accessibility? We’ll be happy to help. Call us 1800 025 484 or email us at alternateformats@rabobank.com.au.
Find a branch and we'll help you in person.
Do you require further assistance?
Rabobank strives to adhere to accepted guidelines and standards for accessibility and usability. Whilst this is not always possible, we are continually seeking new solutions and areas of improvements that will bring all aspects of the site up to the required level of accessibility.
Rabobank prides itself on delivering exceptional client services to everyone. Our people are ready to listen and help you with any queries you may have about our banking accessibility if you require any additional information or help we are available Monday to Friday 6am till 8pm (Sydney time) on:
- Phone: 1800 025 484
- +61 2 8268 4511 if you’re overseas
- Alternatively you can call your local area manager
If you identify an accessibility or usability issue, we welcome your feedback via our compliments and complaints page.