Access & Inclusion
Our accessibility statement
Westpac is committed to providing accessible features on our products, services and accessible collateral for customers with disability or who are neurodivergent.
To meet the accessibility needs of our customers, we're continually testing and improving our websites, striving to meet the Web Content Accessibility Guidelines (WCAG) 2.2 AA and AAA where feasible. We strive to design, review, and test our products, services, and materials to ensure they offer an inclusive and accessible banking experience that supports financial inclusion. To find out more, read or listen to our Access and Inclusion Plan.
Accessible features
Products and services
Learn more about the accessible features of our products and services.
Learn about the accessible features of our products and services
Branch and ATM
Learn more about how we’ve made our ATM functions and branch facilities more accessible and inclusive.
Contact us
Red, Westpac’s virtual assistant, is accessible once signed into your online banking. Red is another way to ask questions or find information at any time. If Red is unable to assist with your enquiry and you have an accessibility requirement, you can let Red know (e.g. “I am Deaf” or “I have a speech impediment”) and you may be offered an escalation to a human agent if contacting within business hours.
If you want to chat with a Customer Care representative, call us on 13 20 32 8am – 8pm Sydney Time, 7 days from anywhere in Australia.
If you have a vision impairment, mobility, learning or cognitive disability that prevents you using smart devices, you can get in touch with our Customer Care team on (02) 9155 7714. If you know your 8-digit Customer ID and 3-digit Access Code or account information please have it ready to enable our friendly Customer Care representatives to help you.
Westpac welcomes calls through the National Relay Service. If you are deaf, hard of hearing, or have speech/communication difficulty, choose your access option detailed on the National Relay Service and provide our phone number (02) 9155 7714 when asked by the Relay Officer.
Telephone banking and interpreter service
Prefer a language other than English? We can help. Our Telephone Banking Service can arrange for an interpreter to help you with your call should you prefer speaking in your preferred language, subject to availability of translator(s). Simply ask our bank staff for an interpreter when you call us on 13 20 32.
希望使⽤英语以外的其他语⾔？我们可以帮助您。如果您希望⽤普通话通话，只要有可能，我们就会安排⼝译员帮您打电 话。您在打电话13 20 32时，只要请银⾏⼯作⼈员帮您安排⼝译就⾏了。
如果您在通話時希望使用粵語，我們可以安排電話口譯員為您提供幫助，不過要取決於是否能找到翻譯。您在打電話13 20 32時，只需向銀行工作人員要求安排口譯。
Dịch vụ Ngân hàng qua Điện thoại có thể thu xếp một thông dịch viên để giúp khi quý vị gọi đến chúng tôi và muốn nói tiếng Việt, tùy theo lúc có sẵn thông dịch viên. Khi gọi đến ngân hàng chúng tôi qua số 13 20 32, hãy yêu cầu có thông dịch viên người Việt.
Il nostro servizio operazioni bancarie telefoniche può procurarti un interprete se preferisci parlare in italiano, sempre che vi siano interpreti disponibili. Richiedi un interprete al personale della nostra banca quando ci chiami al numero 13 20 32.
전화 뱅킹 서비스에서 귀하가 한국어를 원하실 때 통역사를 주선하여 통화를 도와드릴 수 있습니다. 13 20 32로 저희 은행에 전화하실 때 통역사가 필요하시면 저희 직원에게 알려 주세요.
यदि आप हिंदी में बात करना चाहते हैं तो हमारी टेलिफ़ोन बैंकिंग सेवा टेलिफ़ोन पर बातचीत के दौरान आपकी मदद करने के लिए दुभाषिए का प्रबंध कर सकती है, जो अनुवादकों के उपलब्ध होने पर निर्भर करेगा। जब आप हमें
13 20 32 पर फ़ोन करें तो हमारे बैंक के स्टाफ़ से केवल आपको दुभाषिए की माँग करनी होगी।
Jika Anda lebih suka berbicara dalam bahasa Indonesia, Layanan Perbankan Lewat Telepon kami dapat membantu. Kami akan menyambungkan Anda dengan juru bahasa Indonesia, jika tersedia. Mintalah staf bank kami untuk menyediakan juru bahasa ketika Anda menelepon kami di 13 20 32.
Si vous préférez parler français, avec le Service bancaire téléphonique, un interprète peut vous aider pendant votre appel (sous réserve de disponibilité). Il vous suffit de nous appeler au 13 20 32 et de demander un interprète à notre agent.
Additional languages on our ATMs
We have made our ATMs easier to use for customers who may prefer a language other than English. Our ATMs offer 9 additional languages for our customers, enabling them to make a financial transaction on our Westpac, St.George, BOM and BankSA ATMs.
如果希望使用中文（简体），那么办理金融业务时可以在我们的Westpac、St George、BOM和Bank SA自动取款机上选择中文（简体）。
如果希望使用中文（繁体），那麼辦理金融業務時可以在我們的Westpac、St George、BOM和Bank SA自動取款機上選擇中文（繁体）。
Nếu muốn dùng tiếng Việt, quý vị có thể chọn ‘Tiếng Việt’ khi thực hiện giao dịch tài chính tại các máy ATM Westpac, St George, BOM và Bank SA của chúng tôi
ذا كانت العربية هي اللغة التي تفضل التكلم بها، يمكنك اختيار العربية لإجراء معاملتك المالية بها على أجهزة ATM التابعة لـWestpac وSt George وBOM وBank SA.
Se preferisci usare l’italiano, puoi selezionare italiano per svolgere le tue operazioni bancarie sui Bancomat di Westpac, St George, BOM e Bank SA.
Westpac, St George, BOM 및 Bank SA의 ATM에서는 한국어를 선택하여 금융 거래를 하실 수 있습니다.
Westpac、St George、BOM、Bank SAのATMで日本語によるお取り引きをご希望の方は、ご利用の際に「日本語」をお選びください。
यदि आपकी पसन्द की भाषा हिंदी है तो आप हमारी Westpac, St George, BOM व Bank SA की एटीएम मशीनों पर अपने वित्तीय लेन-देन के लिए हिंदी चुन सकते हैं।
Pilihan bahasa Indonesia tersedia saat Anda melakukan transaksi keuangan pada ATM Westpac, St George, BOM dan Bank SA kami.
Easy English guides
We’ve translated key documents and information into Easy English, a style of writing that helps people with a range of communication needs to understand important information.
If you need to, you can get someone to help you:
- Read these guides
- Understand what these guides are about
- Find more information.
Support with tough times
Tough times can happen to anyone. Find out how we can help with financial hardship, domestic violence, financial abuse, gambling and more.
Feedback and complaints
We’d love to hear from you. Whether you’ve had a great experience or think we could improve, please take a moment to share your thoughts. Read more about how we handle your feedback and complaints.
Let us know what you think
Check out our PDF which explains how to:
- Lodge a complaint
- The options available to help customers who may need additional assistance to lodge a complaint
- Our steps for dealing with complaints, including acknowledgement, assessment and investigation, and providing a response
- Response timeframes
- How to contact the Australian Financial Complaints Authority (AFCA) where a complaint isn’t resolved.
Let us know what you think (PDF 409KB)
Let us know what you think – large font (PDF 87KB)
Things you should know
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