In today’s technology-driven world, digital inclusion is more than just a convenience; it’s a necessity. Yet, a significant portion of the Australian population remains digitally excluded.
A recent study by Good Things Australia shows that almost one in ten Australians are considered highly digitally excluded – that is, they do not have robust connectivity, skills, and/or sufficient income to effectively access online services, while one in four are excluded to some degree.
Customer-owned banks have a long history of championing financial inclusion.
As customers increasingly embrace digital banking, credit unions and mutual banks remain dedicated to ensuring everyone can benefit. They’re actively bridging the digital divide by providing support and education to those less familiar with digital banking.
Here are some examples of their efforts.
Digital masterclasses
Newcastle Permanent has been hosting digital masterclasses since 2019. These classes run for about an hour and are designed for customers who are new to digital banking or may be using digital banking but want to learn more.
“We encourage our customers to bring along their own device and a recent bill they may have previously paid by cheque and now want to learn to pay online. During the class we show a series of videos and, with the support of our staff, customers can follow along,” NGM Group Chief Customer & Digital Innovation Officer James Cudmore said.
In the ever-evolving banking landscape, these masterclasses provide an opportunity for customers to how to do their banking digitally with confidence.
“The sessions are jam-packed with helpful info, covering topics such as registering for our banking app, managing cards and card security, viewing transactions and statements, making and managing payments and bills, as well as how to stay safe online,” James added.
Scams workshops
For more than 60 years, BankWAW has served the regional and rural areas on the border of Victoria and New South Wales.
The customer-owned bank is committed to enhancing financial safety of the local communities it serves, which is why the team has been running Scams Awareness Events since 2022.
“Our Scam Awareness events are far from a ‘one-size-fits-all’ approach,” explains BankWAW’s Fraud & Payments manager Stanley Vice.
“We’ve learned that active engagement is key to empowering our audience. By sharing real-life stories, demonstrating common scam tactics, and creating a sense of shared learning, we aim to equip individuals with the knowledge and confidence to protect themselves,” he adds.
The events are often in partnership with local community organisations including Rotary, Probus, Neighbourhood Watch, schools and sports clubs. Each event is staffed by a small team of volunteers. These volunteers are mainly staff from BankWAW’s Fraud Team and the local service centre, who generously dedicate their time and expertise – as well as baking skills!
BankWAW aims to hold one session every three months, strategically located across the region to maximise community reach.
“Let’s just say, there has never been an event that finished early! The nature of the events requires folk to turn up, which, by-and-large means that they are interested and engaged. One of our aims is to foster and encourage that; and we always try to remember that it’s a privilege to go out and speak to people, especially when they have given up their evening to come and hear what you have to say,” Stanley says.
Personalised guidance in branches
Beyond Bank provides a supportive and accessible pathway for customers transitioning to digital banking. All branches are equipped with iPads specifically for customers to use, and with the support of team members, customers are guided to take their first step in digital banking.
“Our team members provide hands-on assistance and personalised tutorials, guiding customers through the basics of digital banking in a comfortable environment. One customer loves this service so much he has been coming in for 10 years, and our team has helped him pay his bills digitally throughout that time,” Beyond Bank National Operations Manager Sophie Scott-Young said.
“We understand that adopting new technology can take time. We’re committed to patiently supporting customers every step of the way,” she added.