Recently
Australia's four largest banks
Large-scale closure of regional branches,
Causing widespread concern...
It is reported that 72 have been closed this year!
NAB tops the list!
Previously, ANZ frequently closed branches,
The reason was exploded...
Former employees broke the news!
In addition, ANZ
It's also starting to "refuse cash"!
01
Australia's four major banks have closed branches on a large scale
More than 300 regional banks have closed since 2021, and the Senate's investigation into the controversial issue will conclude in the first half of next year.
According to The Herald Sun, the launch of the investigation provides a reprieve from the closure of 10 branches of Commonwealth Bank, including Bright and Junee.
Westpac has suspended the closure of eight branches, including its Sale branch, pending the results of the investigation.
But this year, 72 regional banks are still closed nationwide, with NAB leading the way with 41,
涉及的城镇包括Maffra、Alexandra、Inverloch、Jeparit、Tatura、Kilmore、Morwell和Ocean Grove。
According to data provided by independent researcher Dale Webster, 131 and 104 banks closed in 2021 and 2022, respectively, as banks continue to push customers to move online.
But Junee emerged as the biggest winner this year, with the CBA pledging to remain open until at least 2026, a move described by local businessman Neil Druce as a "very positive move" by the bank, which had been scheduled to close in March.
Senator Gerard Rennick, who was involved in the first public hearing in March, said there was a better solution than the government's preferred option of providing banking services at post offices.
"I completely disagree with that statement, and I think we need a whole new government bank that not only provides banking services, but also insurance services." ”
"We understand that 80 to 90 percent of what I do, including myself, is done online, but sometimes I want to go and be face-to-face.
In addition, older people don't use technology, small businesses still need cash, and many people hold cash out of sheer stubbornness. “
02
A former ANZ employee broke the news
Previously, a number of former ANZ employees supported a whistleblower's claim that the bank deliberately encouraged customers not to go to branches and used this as a reason to close branches.
According to News Corp Australia, employee Phillip* said that while working at an ANZ branch in a metropolitan area,
Employees were instructed not to serve customers, but to direct them to an on-site ATM for banking.
He claims that the strategy behind this is to make the branch appear to serve fewer customers.
However, an ANZ spokesperson previously denied Phillip's allegations: "This description does not reflect the way our branches or our staff operate, the report said. ”
However, other former ANZ employees supported Phillip's description of the incident.
A former branch manager said: "I can confirm that Phillip is frustrated with the instructions given by the bank's leadership. He said that "ATM transactions versus teller transactions" are used by banks as "performance indicators."
The former branch manager added: "Branches usually shut down cash withdrawal services during quiet hours, under the guise of a system failure, forcing customers to use ATMs. ”
"Employees are told to use these opportunities to educate customers on self-service options. ”
He added, adding that lower branch volumes were also used to justify that understaffed branches should remain open.
"Branches that won't close won't be staffed because of the reduced branch flow. ”
The former branch manager also noted that the introduction of ANZ Plus, a digital-only banking platform launched in mid-2022, has caused confusion among customers and exacerbated customer dissatisfaction with in-branch services.
The former branch manager said when ANZ Plus was launched, "the branch was instructed not to assist customers with registration, providing information, etc."
This changed shortly after, and staff were instructed to use the ANZ Plus platform for all new sign-ups...... Unless the customer is completely unable to use the online platform. ”
He added that the opening of an ANZ Plus account versus a traditional account is another performance indicator to assess staff at ANZ branches.
"Branch staff do not have access to any ANZ Plus details, including account numbers, balances, etc., and only the online team can assist with enquiries. ”
"Clients are unable to make any transactions over the counter, including withdrawals from ANZ Plus accounts. ”
Another former ANZ employee who worked with ANZ Plus said he could "confirm that there is indeed a clear driver for the bank to get the bank out of cash operations and close branches to reduce costs".
Another former manager involved in revamping the branch network said ANZ was "very strongly pushing customers away from using tellers and towards digital and ATM self-service".
He added that the greeters at the branch were "strongly motivated to guide customers to ATMs and iPads." "When someone comes to the teller desk, they are instructed to lead the customer towards the ATM,"
"It's true that customers are visiting their branches less and less as time goes on, but banks are also pushing customers to reduce their interaction with human transactions. ”
03
ANZ will go cashless at some of its branches
In addition, some banks have begun to "refuse cash"!
According to Channel 7, ANZ will go cashless in some of its branches, and customers will no longer be able to hand over cash or coins to staff to make deposits.
Instead, these branches will provide customers with coin deposit machines and smart ATMs to deposit cash.
This change will affect ANZ's "Specialist Centres and Residential Service Centres" in the metropolitan area, which are primarily home loans or business account services for customers.
An ANZ spokesperson said:
"It is important to note that these branches are equipped with smart ATMs and coin deposit machines for customers to deposit cash, coins and checks, as well as withdraw cash. ”
"ANZ's specialist centres and residential centres are both located in the metropolitan area and have been part of our Australian branch network for over five years. ”
The smart ATMs at these branches are reportedly limited to 50 banknotes per transaction.
There will also be limits on coin deposit machines at these branches, with a limit of 4 kg or 500 coins per deposit.
Cash over the counter will no longer be available at these branches.
The Commonwealth Bank has made a similar move, announcing that a number of branches across Australia will no longer offer cash services, with these new specialist centres now focused on "more complex banking needs".
Customers can withdraw money or deposit money through ATMs in branches, with specialist centres located in Brisbane, Melbourne and Sydney.