The initiative helping remote First Nations Australians access banking services

It’s hard to understand the challenges of living in the remote reaches of our vast nation, until you hear the stories: the 69-year old community member unable to access their pension as they locked their account after failing identification questions, the 18-year-old travelling two hours each way (at $186 a pop) to do a simple ID check at her “local” branch, the 40-year old mother unable to open an account for her children as she can’t produce a birth certificate... the Elder unable to adjust the security features to prevent losses. 

Someone who understands the tyranny of distance better than most is proud Bunuba woman Dianne, who calls Bungardi—a remote outstation some 400 kilometres east of Broome—home. “We like being in our community – it’s safe,” she says. “But sometimes we don’t get service. The nearest bank branch is in Broome, which is too far and sometimes I find it hard to travel.” 

Distance, language barriers, low literacy and limited connectivity are just some of the issues that can make everyday banking challenging for First Nations people living in remote communities, says fellow Bunuba man Eric, a Fitzroy Crossing community member. “Some of our community members don’t even have reception,” he says. “The mob tells them to go see a branch manager. Without reception, they can’t even call to get a lift into town so there are a lot of obstacles.” Gambling, financial abuse and scams (often enabled by the candid sharing of information on social media) are some of the other common issues remote First Nations communities face.

To better serve these communities, CommBank has launched its First Nations Reach Program. It’s designed to not only improve access to banking services for Indigenous Australians in remote regions but also support the spread of information that safeguards customers’ financial wellbeing. Ultimately, it gives people like Dianne the confidence and skills to use self-serve digital banking options. 

Staff from remote branches and CommBank’s Indigenous Customer Assistance Line (ICAL) have been travelling to First Nations residents in Fitzroy Crossing and Queensland’s Palm Island, to offer face-to-face support across a wide range of banking needs since 2023. The teams open and reinstate accounts, resolve ID issues, lodge dispute enquiries and provide education on everything from ways to bank with CommBank remotely to scams awareness and online gambling. “Free transport is arranged for residents from nearby communities who need help,” says Cody Milnes, First Nations Reach Program manager. 

“We’ve had great feedback about having a presence in person – especially for customers who might have challenges communicating over the phone or navigating the internet.” - Marcel Sithole, manager of financial counselling services at Marra Worra Worra Aboriginal Corporation.

Thanks to the success of the pilot—demonstrated by the tangible results it produces for customers who have been helped—CommBank has extended the program by another 12 locations across the country in 2024. The team spends one to three days every three months within the communities to provide banking assistance. It’s a move Jim Stacey, CEO of Urapuntja Aboriginal Corporation, applauds. 

“The phrase ‘please drop into our local branch’ sends me into a tailspin,” he says, “For Urapuntja homelands customers, it means a 600-kilometre return trip over some very ordinary roads. It’s why I loved the CommBank remote team’s recent visit. It facilitates everyday banking—which most Australians take for granted—for the least privileged.” 

Community feedback regarding the program is positive, says Marcel Sithole, manager of financial counselling services at Marra Worra Worra Aboriginal Corporation, which has been collaborating on the program with CommBank. “We’ve had great feedback about having a presence in person—especially for customers who might have challenges communicating over the phone or navigating the internet,” he says. “The possibilities are endless for what we can achieve together.” 

Dianne says that the program’s value is already felt by the community. “It’s good that we can do our banking in the app, check our balance and all that. I found it hard before—always asking family members for help—and now I can do it on my own.” 

Visit commbank.com.au/firstnationsreach to find out more about the First Nations Reach Program, including where it goes and when it will be there.