Accessibility and Inclusion
Creating better futures together
Our accessibility statement
Bank of Melbourne 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
Digital Banking
Learn more about how we’re making our digital platforms accessible and inclusive.
Find out about accessible digital banking
Branch and ATM
Learn more about how we’ve made our ATM functions and branch facilities more accessible and inclusive.
Contact us
Mel, Bank of Melbourne’s virtual assistant, is accessible once signed into your online banking. Mel is another way to ask questions or find information at any time. If Mel is unable to assist with your enquiry and you have an accessibility requirement, you can let Mel 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 22 66 Monday to Friday, 8am - 8pm (AEST), Saturday 8am - 6pm (AEST) 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 (03) 8536 7889. If you know your Customer Access Number and Security Number or account information, please have it ready enabling our friendly Customer Care representative to help you.
Bank of Melbourne 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 (03) 8536 7889 when asked by the Relay Officer.
Communicating with us
Auslan
If you rely on Auslan for an in-depth financial conversation, our Customer Service team can arrange an Auslan interpreter to attend your preferred branch or virtually at the arranged date and time, subject to availability of an interpreter.
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 22 66.
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 22 66时，只要请银行工作人员帮您安排口译就行了。
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）。
Easy English guides
Find an Easy English guide to help in all sorts of situations.
Easy English is a way of writing that helps people understand important information easily.
Our Easy English guides:
Financial difficulty (PDF 1MB)
Domestic violence/financial abuse (PDF 1MB)
Elder financial abuse (PDF 2MB)
Support during 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 104KB)
Let us know what you think – large font (PDF 105KB)